As governed by English Law and / or appropriate EU regulation

Refunds and Cancellations.

In accordance with the Consumer Contracts (information, cancellation & additional charges) Regulations 2013 which implements the Consumer Rights directive in UK law, you as a consumer have the right to cancel this service within 14 days – please note the following: –

  • Your right to cancel our service commences the day you receive our document pack (see cancellation notice).
  • Cancellation must be either by email or by using the cancellation form and sending by recorded delivery.
  • All documentation should be returned in the pre-paid envelope provided.
  • Please call our free customer service hotline – +44 8081 643 111 – with any queries.
  • Refunds are made against the payment card originally used and can take up 28 days to show on your statement.

Fees and Charges.

CTR will charge each customer a one-off total fee of £150+VAT to cover all our costs in providing the service agreed.
This charge amounts to £120+VAT to include all administrative duties such as carrying out all checks and searches. This fee also covers the handling of forms and other paperwork as well as associated correspondence Over and above the administrative fee there is a charge for the document pack which is £30+VAT.
No further charges will be made subsequent to the initial fee. Clients will receive 100% of any rebate agreed and this would be paid by way of a cheque sent from the local council tax authority to the appropriate address and made payable to the council taxpayer at that address.

Data Protection.

By using the service provided by CTR you agree to the collection and use of your personal information for the purposes set out in the following terms and conditions. Information taken over the phone or by email will be used entirely to determine whether your property has been placed in the correct council tax band. CTR is a registered data controller as governed by the Information Commissioners Office; our registration reference is ZA460208. All data collected will be obtained in accordance with the General Data Protection Regulation (GDPR) as it applies in the UK, tailored by the Data Protection Act 2018.
We follow strict measures to protect your personal details and your privacy. Any information given over the phone in relation to personal banking will be securely discarded immediately after use. CTR takes appropriate steps to ensure your personal details remain secure. You therefore agree that we will not be liable for any such security breaches unless we have failed to take appropriate technical and organisational measures against the unauthorised or unlawful processing or accidental loss, destruction of or damage to your personal information.


All calls we make are recorded for security and training purposes. We may also monitor phone calls to help improve our customer service, to resolve any queries or issues for regulatory purposes and to help detect and prevent fraud or any other crimes.
For Legal reasons we may disclose personal data to the extent permitted or required under any enactment, by rule of law, order of the Court, as requested by other government law enforcement authority, to enforce our legal rights, to operate our systems properly, or to protect ourselves or our users.


All findings we provide have been carried out following a systematic and thorough search.
In order to determine the housing band, you have been placed in CTR will use several house price calculators. These calculators are intended to illustrate general movements in prices only. Results are based on movements in prices in the regions of the UK rather than in specific towns and cities.
The value estimates provided are intended for general interest and informative purposes only and should not be relied upon for any commercial transaction or similar use. These estimates are based on information which may be inaccurate or incomplete and typical properties in certain locations. They will not take account of any factors which are unknown to us and should therefore only be used as a starting guide to help determine what a home might be worth. We will also make comparisons between your property and other properties if: –

  1. they fall within a 2-mile radius,
  2. have the same number of bedrooms and
  3. are within 10% square footage of your property.

Dispute Resolution.

Please see our complaint handling procedure (Document AFF07 enclosed). If for any reason you are unhappy with the result of your complaint please feel free to contact the Disputes Resolution Ombudsman –
Dispute Resolution Ombudsman