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Mansfield | Complaints Procedure

Belvoir Complaints Procedure

As a firm accredited by the Association of Residential Letting Agents (ARLA), Keywood (Mansfield) Ltd trading as Belvoir Mansfield aims to provide the highest standard of service to all Landlords and Tenants and give an ultimate assurance that any grievance you have concerning such service is immediately addressed.

If you believe you have, or may have, a grievance with our service or standard of practice or working procedures, please write in the first instance to Allison Emms at the address below:

20 Albert Street
NG18 1EB

Your correspondence should be acknowledged within 3 working days, investigated thoroughly in accordance with established in-house procedures and replied to within 7 working days of receipt. If we require longer than this timescale we will advise you in writing and confirm our revised response date.

Should your grievance not be resolved to your satisfaction following internal investigation, you should address the matter to:

Michael Keywood
20 Albert Street
NG18 1EB

If we are unable to resolve any dispute, you can refer the matter to The Property Ombudsman, who are an independent redress organisation, at

The Property Ombudsman Limited
Milford House,
43 - 55 Milford Street,


(Note that there is a 12 month time limit in providing The Ombudsman with your complaint which starts from the date the ‘Final Viewpoint Letter you receive is dated).

A copy of these rules can be provided on request.