Property Problems & Complaints Policy

Our owners and housekeepers strive to make our holiday homes just right for you, and we encounter very few property problems. But, just like at home, things can go wrong. If you think something is wrong we need to know as soon as possible so we have the opportunity to put it right. Like in a restaurant, it’s no good complaining after you’ve eaten the meal.

Who to contact if theres a problem

Your housekeeper is best placed to deal with property problems so you should contact them straight away. They know the property and will often be able to resolve issues. Please be kind and patient; most of our housekeepers are local, self-employed people who also have other commitments. They will do their best to help but please be understanding if they can’t respond immediately. You can also contact Forever Cornwall during office hours (Monday to Friday from 9:00 am — 5:30 pm and Saturday from 9:00 am — 12:00 noon).

WiFi or data connection

All of our properties have WiFi but not all areas of Cornwall are equal when it comes to speed of connection! Sorry we can’t make any promises about internet speed, and some areas are still mobile data blackspots.

Working on holiday

If you need to get work done on holiday, we feel your pain but we can’t take any responsibility for business difficulty or loss due to internet or data connection or for any other reason.

Disrupted holidays

If we know about a potential disruption to a property we’ll let you know about it as soon as possible — the last thing you want on holiday is an unexpected or unwelcome surprise. If a disruption is outside our control there may be nothing we can do about it but if it is substantial you will have the option to cancel.

Water/power outage

If you find that power, heating or water has failed, firstly please check to see if any neighbours are affected too. If they are it’s likely that it’s not a problem at the property. You can use the emergency numbers below, and if it’s more than a temporary problem, please contact Forever Cornwall during office hours for further information.

Electrical Emergencies or power outage call 105. The telephone service will automatically direct you to the network distributor’s emergency number for your area.

Gas Emergencies call 0800 111 999. If you smell gas, you think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, call this emergency line immediately.

South West Water emergency website is www.southwestwater.co.uk/inyourarea. Here you can check to see if they are doing any work in the area of your holiday home. You will need to know the postcode, which you can find in the Guest Directory.

Leaving the property straight away

If there is a catastrophic failure in the property or in the unlikely event that you have been deliberately misled, or you intend to leave the property for any other reason, you must tell us the reasons in full before you leave to qualify for any pro-rata refund.

If you feel something is wrong with the Forever Cornwall booking service

We always try to be helpful and to give great service. If you feel we have not done so please email info@forevercornwall.co.uk or phone 01326 567838 and speak to one of our customer service team. We’ll try to put it right.

Giving feedback

On behalf of owners we market holidays and manage customer service. For some holiday homes we also manage the properties. In either case feedback is always welcome so please let us know what you think, be it good or not so good. All feedback is helpful.

Formal complaints

If you need to complain formally email us at info@forevercornwall.co.uk. Following this:

  • we may phone you for further information or clarification — it’s always good to talk
  • if appropriate we’ll then also talk to the property owner and/or housekeeper
  • we’ll then get back to you by email with an explanation or resolution

We’ll try to do this as quickly as possible but please understand that sometimes it may take a while. Please note that if you did not raise the issue at the time it occurred we may not be able to follow up the complaint. If you need to make a complaint please do so within 72 hours of departure. Doing so at a later date may mean the investigation takes longer. Please provide evidence if at all possible which will help us to resolve issues. As agents, your contract is between you and the property owner and for this reason we have no legal responsibility for refunds or compensations but will always try hard to achieve a resolution that is agreeable to all parties. Sometimes compromises have to be made and our role is to mediate between you and the owner. None of this affects your legal rights.