Question 1

Terms & Conditions

Accepted Answer

Introduction
These terms and conditions govern your use of our website.
By using our website, you accept these terms and conditions in full. If you disagree with these terms and conditions or any part of them, you must not use our website.
If you register with our website, submit any material, or use any of our online services, we will ask you to expressly agree to these terms and conditions.
You must be at least 18 years of age to use our website; by using our website or agreeing to these terms and conditions, you warrant and represent that you are at least 18 years old.
Our website uses cookies; by using the site or agreeing to these terms and conditions, you consent to our use of cookies in accordance with the terms of our privacy policy.

Copyright Notice
Copyright © 2026 The Property Shop.
Subject to the express provisions of these terms and conditions:
We, together with our licensors, own and control all copyright and intellectual property rights in our website and the material published on it; and
All copyright and intellectual property rights in our website and its material are reserved.

Permission To Use The Website
You May:
view pages on our website in a web browser;
download pages for caching in a web browser;
print pages for your own personal and non-commercial use, provided such printing is not systematic or excessive;
stream audio or video content using the media features on our website; and
use our website services through a web browser, subject to the other provisions of these terms and conditions.
Restrictions
Except as permitted above or elsewhere in these terms and conditions, you must not download or save material from our website to your device.
You may use our website only for personal or legitimate business purposes. You must not use it for any other purpose.
You must not edit, adapt, or modify any material on the website unless you own or control the relevant rights.

You must not, unless you own or control the rights in the material:republish material from our website (including reposting elsewhere online);
sell, rent, or sub-license website material;
show any website material in public;
exploit website material for commercial purposes; or
redistribute material from our website.

Access Restrictions
We reserve the right to suspend or restrict access to our website or parts of it. This may occur during maintenance, updates, or for security reasons.
You must not circumvent or attempt to circumvent any access restrictions on the website.

Report Abuse
If you become aware of unlawful material or activity on our website, or material that breaches these terms, please contact us.
You may report such issues to us by email using the contact information provided on our website.

Trade Marks
Our logos and trademarks (registered or unregistered) are the property of The Property Shop. We do not grant permission for their use. Any unauthorised use may constitute infringement.
Third-party trademarks appearing on our website belong to their respective owners. Unless explicitly stated, we do not endorse or affiliate ourselves with these third parties, and cannot grant permission to use their marks.

Third-Party Websites
Our website may include hyperlinks to third-party websites. Such links do not constitute recommendations.
We have no control over third-party websites or their content and accept no responsibility for any loss or damage arising from your use of them.

Variation
We may revise these terms and conditions at any time.
Revised terms apply from the date of publication on our website. You waive any right to be notified individually of such changes.
If you have agreed to these terms and conditions expressly (e.g., via registration), we may request your express agreement to revised terms. If you do not agree within a specified period, we may suspend or delete your account and require you to stop using the website.

Assignment
You agree that we may assign, transfer, subcontract, or otherwise deal with our rights and obligations under these terms.
You may not assign, transfer, subcontract, or otherwise deal with your rights or obligations under these terms without our prior written consent.

Severability
If any provision of these terms and conditions is deemed unlawful or unenforceable by a court or competent authority, the remaining provisions will continue in effect.
If removing part of a provision would make it lawful and enforceable, that part will be deemed removed, and the rest will remain in force.

Third-Party Rights
A contract formed under these terms and conditions is for the benefit of you and us only. It is not intended to benefit or be enforceable by any third party.
The exercise of rights by either party is not subject to consent from any third party.

Entire Agreement
Subject to any mandatory statutory disclosures, these terms and conditions, together with our privacy policy and cookie policy, constitute the entire agreement between you and us regarding your use of our website and supersede all previous agreements relating to website use.

Law and Jurisdiction
These terms and conditions shall be governed by and interpreted in accordance with English law.
Any disputes arising in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England.

Contacting Us
You may contact us:
by post: at the postal address published on our website;
via contact form: using the form on our website;
by telephone: using the number published on our website;
by email: using our published email address.

Question 2

Privacy Policy

Accepted Answer

Introduction
We are committed to safeguarding the privacy of our website visitors, clients, landlords, tenants, and service users.
This policy applies where we are acting as a data controller with respect to the personal data of our website visitors and service users; in other words, where we determine the purposes and means of processing that personal data.
By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms set out below.
In this policy, “we”, “us” and “our” refer to The Property Shop.

How we use your personal data
In this Section we set out:

the general categories of personal data we may process;
where personal data is not obtained directly from you, the source of that data;
the purposes for which we may process personal data; and
the lawful bases for processing.
Usage data
We may process data about your use of our website and services (“usage data”). This may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views, and website navigation paths, as well as the timing and frequency of service use.
 The source of the usage data is our analytics tracking systems.
Purpose: analysing website and service use.
Legal basis: our legitimate interests, namely monitoring and improving our website and services.

Enquiry data
We may process information contained in enquiries you submit to us regarding our property services (“enquiry data”).
Purpose: offering, marketing and providing relevant property services.
Legal basis: your consent.

Correspondence data
We may process information contained in or relating to any communication you send to us (“correspondence data”). This may include message content and associated metadata.
Purpose: communication with you and maintaining records.
Legal basis: our legitimate interests, namely the proper administration of our business and communications with users.

Transaction and tenancy data
We may process personal data relating to property transactions, lettings, tenancy applications, referencing, valuations or management (“transaction data”).
 This may include identification documents, employment details, financial information, credit checks, and references.
Purpose: delivering property services, contract preparation, tenancy management, and compliance checks.
Legal basis: performance of a contract and compliance with legal obligations (e.g., anti-money laundering requirements).

Legal claims
We may process any of your personal data where necessary for the establishment, exercise or defence of legal claims.
Legal basis: our legitimate interests in protecting and asserting our rights and the rights of others.

Insurance, risk management and professional advice
We may process your personal data for insurance, risk management or obtaining professional advice.
Legal basis: our legitimate interests in protecting our business.

Legal obligations and vital interests
We may process your data where required to comply with a legal obligation or to protect your vital interests or the vital interests of another person.

Data belonging to others
Please do not supply any other person’s personal data to us unless you have their permission.

Providing your personal data to others
Group companies
We may disclose your personal data to any member of our group of companies as reasonably necessary for the purposes and on the legal bases set out in this policy.

Insurers and professional advisers
We may disclose your data to insurers, legal advisers, accountants, or other professional service providers for risk management, professional advice, or legal claim purposes.

Service providers
We may share your data with referencing agencies, contractors, property maintenance providers, payment processors, or software suppliers, insofar as reasonably necessary for delivering our services.

Legal and vital interests
We may also disclose your personal data where required to comply with a legal obligation, protect your vital interests, or establish/exercise/defend legal claims.

Retaining and deleting personal data
This Section sets out our data retention policies, designed to ensure compliance with our legal obligations.
Personal data processed for any purpose shall not be kept longer than necessary for that purpose.
We may retain data where necessary:

for compliance with a legal obligation (e.g., property regulatory requirements);
for protecting your vital interests or the interests of another person;
for establishing, exercising, or defending legal claims.

Security of personal data
We will take appropriate technical and organisational measures to secure your personal data and prevent loss, misuse, or alteration.
We store personal data on secure servers, password-protected devices, and secure manual record-keeping systems.
Data transmitted between your browser and our server will be protected using encryption technology where applicable.
You acknowledge that transmission of unencrypted data over the internet is inherently insecure, and we cannot guarantee complete security for such transmissions.

Amendments
We may update this policy from time to time by publishing a new version on our website.
You should check this page periodically to ensure you are satisfied with any changes.
We will not routinely notify you of policy updates.

Your rights
Under data protection law, you have the following rights:

right of access
right to rectification
right to erasure
right to restrict processing
right to object to processing
right to data portability
right to complain to a supervisory authority
right to withdraw consent

You may request confirmation of whether we process your personal data and obtain a copy of it. The first copy will be provided free of charge; additional copies may incur a reasonable fee.
You may ask us to correct inaccurate data or complete incomplete data.
You may request erasure of personal data in certain circumstances, subject to legal exemptions.
You may request restriction of processing under certain conditions.
You may object to processing based on legitimate interests or for direct marketing.
Where processing is based on consent or contract and carried out by automated means, you may request your data in a structured, machine-readable format.
If you believe our processing infringes data protection laws, you may lodge a complaint with the relevant supervisory authority.
You may withdraw your consent at any time, without affecting previous lawful processing.
Rights may be exercised by written notice to us using the contact details in Section 18.

Third-party websites
Our website may include links to third-party websites.
We have no control over—and are not responsible for—the privacy practices or content of third-party websites.

Personal data of children
Our website and services are directed at persons aged 18 and over.
If we become aware that we hold personal data of a person under 18, we will delete it.

Updating your information
Please inform us if the personal data we hold about you needs to be corrected or updated.

Acting as a data processor
In certain circumstances, we act as a data processor rather than a data controller—for example, when managing property information on behalf of landlords.
In those cases, this policy does not apply. Our obligations as a processor are governed by our contract with the data controller.

Our details
The Property Shop
Email
01208 74182

Question 3

Cookies

Accepted Answer

About cookies
A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.
Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.
Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

Cookies that we use
We use cookies for the following purposes:

analysis – we use cookies to help us to analyse the use and performance of our website and services

advertising - we use cookies to help us to display advertisements that will be relevant to you

Cookies used by our service providers
Our service providers use cookies and those cookies may be stored on your computer when you visit our website.

We use Google Analytics to analyse the use of our website. Google Analytics gathers information about website use by means of cookies. The information gathered relating to our website is used to create reports about the use of our website.

Managing cookies
Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:

Chrome
Firefox
Opera
Internet Explorer
Safari
Edge

Blocking all cookies will have a negative impact upon the usability of many websites.
If you block cookies, this will not impact usability of the features on our website.

Question 4

Our Details

Accepted Answer

This website is owned and operated by The Property Shop Cornwall.

We are registered in England and Wales with registered number:

Registered Address:

You can contact us:
by post, to the postal address given above;
by email 
Using our website

Question 5

Client Money Handling

Accepted Answer

Introduction
This Client Money Handling Policy sets out how The Property Shop manages, protects, and accounts for client money received in the course of providing our property services.
By engaging with our services, you agree to the terms of this policy. If you do not agree with any part of this policy, you must not use our services.
We are committed to maintaining the highest standards of transparency, accountability, and protection in the handling of client funds.
This policy applies to all client money received from landlords, tenants, buyers, sellers, or any other party engaging with our services.

Definition of Client Money
For the purposes of this policy, “client money” includes—but is not limited to:
tenancy deposits
rent payments
landlord floats and maintenance funds
client retainers
service charges and ground rents collected on behalf of clients
sales deposits
overpayments to be returned
any money held on behalf of a client for a specific purpose
Client money remains the property of the client and must be kept separate from business funds.

Client Money Accounts
We will:
hold all client money in a dedicated client money account separate from company operating accounts;
ensure the client money account is with a bank or financial institution regulated by the appropriate UK regulatory authority;
clearly label and identify the account as a Client Money Account;
ensure client money is not used for any purpose other than that for which it was provided.
We must not:
mix client money with company funds (except where required for bank charges or interest reconciliation);
use one client’s money to pay the debts or obligations of another client;
hold client money in personal accounts or unregulated accounts.

Receiving Client Money
Upon receiving client money, we will:
issue a receipt or confirmation of payment within a reasonable timeframe;
allocate the money to the correct client account and the correct purpose;
maintain accurate records of who paid the money, when, and for what purpose;
ensure funds are deposited into the client money account without undue delay.
We may request additional verification information when receiving payments, such as identity documents, to comply with anti-money-laundering regulations.

Holding and Managing Client Money
We will:
keep accurate, up-to-date records of all transactions;
reconcile the client money account regularly;
ensure that sufficient funds are available at all times to meet client obligations;
hold client money only for as long as necessary for the purpose for which it was provided.
Client money may be held in pooled accounts provided that accurate records identify which funds relate to which clients.
Any interest earned on client money shall belong to The Property Shop, unless otherwise agreed in writing.

Using or Disbursing Client Money
We will only use or disburse client money:
for the specific purpose for which it was paid;
in accordance with the management agreement, tenancy agreement, sales agreement, or other contractual terms;
upon receiving proper written authority from the client;
in compliance with relevant legislation, such as deposit-protection rules.
We will not release client money unless:
identity checks have been completed where required;
funds have cleared in our account;
any conditions associated with the payment have been met.
Disbursements may include:
rent transfer to landlords;
return of tenant deposits;
payment of contractor invoices;
refunds or adjustments;
settlement of client obligations as agreed.

Client Money Protection
Where applicable, we will maintain appropriate Client Money Protection (CMP) arrangements or membership of a recognised Client Money Protection Scheme, in accordance with UK property regulations.
Details of our CMP scheme (if required under law) will be displayed:
on our website;
in our office;
in written terms of business.

Security and Fraud Prevention
We will take reasonable steps to safeguard client money by:
restricting access to client money accounts to authorised personnel only;
maintaining secure, protected financial systems;
implementing internal controls and approval procedures for all withdrawals and transfers;
monitoring for suspicious or fraudulent activity.
You acknowledge that transmission of information over the internet is inherently insecure and The Property Shop cannot guarantee the complete security of data sent electronically.

Record Keeping
We will retain detailed client money records, including:
receipts and payment records;
reconciliation statements;
bank statements;
invoices and authorisations;
client account ledgers.
Client money records will be retained for at least six years, or longer where required by law.

Errors, Discrepancies and Unclaimed Client Money
If an error is identified, we will correct it promptly and notify the affected parties where appropriate.
Unidentified or unclaimed client money will be retained for a reasonable period while we take steps to identify the owner. If unclaimed after the statutory period, funds may be dealt with in accordance with applicable regulations.

Audit and Compliance
We may be subject to independent audits or regulatory inspections to ensure compliance with client money handling standards.
We agree to cooperate fully with any regulatory body or appointed auditor concerning client money procedures.

Changes to This Policy
We may revise or update this Client Money Handling Policy at any time by publishing a new version on our website.
Revised policies take effect from the date of publication. You should check this page periodically to ensure you are satisfied with any changes.

Contact Us
You can contact us regarding this Client Money Handling Policy:
by post: using the address published on our website;
by email: via our published email address;
by telephone: using the contact number on our website;
via our website contact form.

Question 6

Complaint Handling

Accepted Answer

Introduction
The Property Shop is committed to providing high-quality services to all clients, tenants, landlords, and stakeholders. We recognise that, on occasion, you may feel dissatisfied with the service you have received. This Complaint Handling Policy outlines how you can raise concerns with us, how we will manage your complaint, and the standards you can expect from our process.
By using our services, you agree to the terms of this policy. If you do not agree with any part of this policy, you should refrain from using our services.
This policy applies to all complaints related to our property services, staff, communication, or any aspect of our business operations.

What Is a Complaint?
A complaint is defined as:
“Any expression of dissatisfaction, whether written or verbal, about the standard of service, conduct, actions or omissions by The Property Shop or its representatives.”
Complaints may relate to:
service delays
communication issues
conduct of staff or contractors
property management or maintenance concerns
tenancy, landlord, or buyer/seller matters
fees, charges, or invoicing
failure to follow procedures or meet expectations

How to Make a Complaint
If you wish to make a complaint, you may do so through any of the following channels:
By email: to the email address published on our website
By post: to our office address
By telephone: to the number available on our website
Via our website: using the contact form
Please provide:
Your name and contact details
Details of the issue, including dates and relevant information
The outcome you are seeking
Any supporting documents, if applicable
We encourage you to raise concerns as soon as possible so that we may resolve them promptly.

Complaint Handling Process
Acknowledgement
We will acknowledge receipt of your complaint within 3 working days. The acknowledgement will confirm:
that we have received your complaint,
who is handling it, and
when you can expect a full response.

Investigation
Your complaint will be investigated by an appropriate senior team member who is independent of the matter where possible.
The investigation may include:
reviewing records and communication
speaking with relevant staff or contractors
inspecting documentation or property information
assessing evidence provided by you

Response
We aim to issue a full written response within 15 working days of acknowledging your complaint.
The response will include:
a summary of your complaint
the outcome of our investigation
any steps taken to resolve the matter
any proposed remedial action
information about what to do if you remain dissatisfied
If we require more time—for example, in complex cases—we will inform you of the delay and provide an estimated timeframe for completion.

Escalation Procedure
If you are dissatisfied with our response, you may escalate your complaint to a senior manager or director. We will review the case and provide a final viewpoint letter.
We aim to provide an escalated response within 10 working days of receiving your request for escalation.
Where required by law or regulation (e.g., for letting or estate agency work), we are a member of a government-approved redress scheme. Details are available on our website and in our office.
If you remain unsatisfied after our final response, you may refer your complaint to the relevant independent redress scheme within their published time limits.

Unacceptable Behaviour
We understand that complaints may be raised in stressful situations. However, we will not tolerate:
abusive, threatening, or aggressive behaviour
discriminatory or offensive language
unreasonable demands or excessive communication
refusal to cooperate with the process
If behaviour becomes unacceptable, we may:
restrict communication channels, or
terminate communication regarding the complaint, while still fulfilling regulatory obligations.

Record Keeping
We will maintain clear and accurate records of:
complaints received
correspondence and evidence
investigation steps
actions taken
outcomes and learning points
Records will be retained in accordance with our data retention policy and applicable regulations.

Learning and Continuous Improvement
We use complaints as an opportunity to:
identify areas for improvement
provide staff training
refine our procedures and service delivery
prevent recurrence of issues
Where appropriate, we will implement service improvements as a result of complaints received.

Confidentiality and Data Protection
We handle all complaints in accordance with our Privacy Policy and applicable data protection laws.
Information you provide will be used solely for investigating and resolving your complaint and may be shared internally on a need-to-know basis.
We will not disclose complaint details to third parties without your consent unless required by law.

Policy Review
We may update this Complaint Handling Policy from time to time by publishing a new version on our website.
You should check this page periodically to ensure you are satisfied with any changes.
Revisions will take effect from the date of publication.

Contact Us
You can contact us regarding this policy or to submit a complaint:
By post: to the address published on our website
By email: using our published email address
By telephone: using the number on our website
Via website: using our online contact form

Question 7

Fully Managed Service

Accepted Answer

Monthly Commission: 14% of rent due + VAT (minimum £65 + VAT if rent is below threshold)
Tenancy Set-Up Fee: £200.00 inc VAT – includes advertising, marketing, viewings, referencing, tenancy agreement, deposit registration, prescribed information
Renewal Tenancy Set-Up: £200.00 inc VAT – applies to second and subsequent tenancies
Inventory (Start): See inventory table below
Inventory (End): No cost
Notice of Seeking Possession: No cost
Quarterly Inspections: No cost
Rent Review & Notice: No cost

Cookies +
Terms & Conditions

Our Website

Terms and Conditions

Please read them carefully before continuing. If you do not agree with these terms, please refrain from using our website.

Terms & Conditions

Privacy Policy

Cookies

Our Details

Client Money Handling

Complaint Handling

Fully Managed Service

Selling your property doesn't
have to be difficult.

Selling your property doesn't
have to be difficult.

Cookies + Terms & Conditions

Our Website

Terms and Conditions Please read them carefully before continuing. If you do not agree with these terms, please refrain from using our website.

Terms & Conditions

Privacy Policy

Cookies

Our Details

Client Money Handling

Complaint Handling

Fully Managed Service

Selling your property doesn't have to be difficult.

Selling your property doesn't have to be difficult.

Cookies +
Terms & Conditions

Terms and Conditions

Please read them carefully before continuing. If you do not agree with these terms, please refrain from using our website.

Selling your property doesn't
have to be difficult.

Selling your property doesn't
have to be difficult.