Our service

Our values

We value our customers by:

  1. Providing clear and transparent fees that include VAT (if applicable)
  2. Listening and learning from complements, complaints and criticism
  3. Joining the property ombudsman scheme to help resolve any unresolved disputes between Charlotte James Property and our customers
  4. Joining the Consumer Codes Approval Scheme (CCAS) that is approved by trading standards and demonstrating we adhere to a set criteria including:
  5. The provision of clear pre-contractual information
  6. Protection of prepayments
  7. Dealing with consumers in their own home
  8. Monitoring procedures
  9. Independent dispute resolution schemes

How to complain

All feedback is important especially if you're unhappy we would like to hear about it. This helps us resolve the matter and improve our service for all customers. You can write with your complaint or feedback to our main address:

  • Charlotte James Property
  • Norfolk House
  • 16/17 Lemon Street
  • Truro
  • Cornwall
  • TR1 2LS

You can also if you prefer to e-mail us or call us on 01872 277291.

Response times

  1. We will then contact you within 3 days to acknowledge your complaint.
  2. We will investigate your complaint.
  3. Provide a final response/resolution to your compliant as soon as possible and no later than 15 working days.
  4. If we are unable to resolve your complaint to your satisfaction you may refer your complaint to the Property Ombudsman. You will have 12 months from the date of our final reply to do this.

The Property Ombudsman
Milford House
43-55 Milford Street

Tel: 01722 333306
Website: www.tpos.co.uk

Featured Property

For Sale

Parcandowr, Grampound Road, TR2

New on the market this FOUR BEDROOM property would make an ideal family home with driveway parking for two cars, enclosed low maintenance landscaped rear garden located in the popular village of Grampound Road
  •  Semi-Detached
  •  4 beds
  •  1 bath
  •  91 M2


Property Ref: 2123


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