This is an honest review from a recent experience. We found a property we was interested in renting and arranged a viewing, they was on time for the viewing and friendly and polite. My partner then put an application in for this property the same day, she filled the paperwork out and did tick the box she had no adverse credit history as she believed this was the case. We was then told it was a £190 to take the property off the website and do all the checks needed, whilst the paperwork went through. We then had a call later on the same day to say we had been successful and the property was ours. We then had an email direct from them also with a link to Pay £218 into a tenancy deposit scheme which we also payed straight away. We then proceeded to just about fully pack our house over the weekend and dismantle alot of furniture ready for the move day on Thursday. On the Monday morning we received a call from Josh to say the application had not been successful and we can no longer have the property, bearing in mind on the Friday both me and my partner was both told all was fine and the house was ours to move in to, she was also told that our money we had paid to take the property off there website and do the checks was non refundable (we was never told this at anytime or we would not have paid it). My partner rang me with the news and I personally rang Belvoir to see what was going on. I was told that one of us had failed a credit check as we have a CCJ (we have since found out this is not true and the reason for the low credit score was actually due to the fact she is not on the electoral roll). I told Josh this is fine and if the landlady now does not want to rent us the house I understood why. This is where it now gets interesting, I asked for our money to be refunded which I was told by Josh it can not be as this was charged for the credit check and loading our details onto there system and it was not a holding fee for the property, and as fsr as the other £218 was concerned (tennency deposit) they know nothing about it and would not have asked for it, even though it came direct from there email!! He than told me he would look in to this and call back ASAP. After not receiving a call back I than rang back up again and spoke to a lady, I explained the situation to her and she said to me that the £190 was actually for taking the property off there website (which they didn't) and said that I should not have been told what I was told before as they are now allowed to do this and again she knew nothing about the £218 paid and suggested I should chase it up myself with the company name showing on the bank statement, bearing in mind this link came from an email direct from Belvoir. I ended up chasing myself and sorted it and are now awaiting a refund for the £218. The lady I had spoken to earlier did eventually call back and admitted she had done it off her own accord and not been told to, she then informed me she had spoke to the director (who seems to put his head in a bucket of sand if a problem pops up) and he is refusing to refund the money back even after the mess around we have had and countless different stories we have been told. I obviously protested and she said she would speak to a manager and again call me back, which never happened. I am not angry about the house and they and the landlady have the right to rent it to whoever they want which is fine, I am angry about the fact they have now stolen money from us and after all the fuss not one manager or even the director who is refusing to refund the money has had the decency to pick a phone up and call or email. A true reflection of a business is how they deal with mess ups and even with all there good reviews I also see quite a few 1 star reviews which shows how they don't deal with any mess ups or problems when they do occur. So I am now £190 down. I'm sure they are going to reply to this with a completely different version of events and say we should have fully read the T&C's. Bet its not the director who does the reply though!! Watch this space!!