Complaints Procedure

complaints procedure

We are sorry you need to raise a complaint, so that your concerns are addressed as appropriately as possible, we ask that you first raise them verbally, or in writing to our Office Manager at

Complete Property Group. Gemma Paine, 4 Bath Mews, Bath Parade, Cheltenham GL53 7HL

01242 256700


Your complaint can be either made verbally, via email or letter. If you send us a letter we will respond within three working days.

We will then fully investigate your complaint and respond within 15 working days

If you are not satisfied with the response, we will escalate your complaint to one of the Complete Property Directors, Sue Miller, Jack Truman or Keith Stukins. The following actions will then take place;

1) Your complaint will be acknowledged by the appropriate Director within 3 working days of receipt and a investigation will be undertaken.

2) Following the investigation the Director will, within fifteen working days, send you a letter expressing our final view.

This letter will include details of any offer we are willing to make. It will also advise you that you are entitled, if you remain dissatisfied, to refer the matter to The Property Ombudsman within twelve months for a review. Please note that the Property Ombudsman will only review complaints made by consumers.