Last updated: 7 August 2026
Celestial Globe South West Limited is a member of The Property Ombudsman (TPO) and follows the TPO Code of Practice. We take every complaint seriously, and we would always rather put something right ourselves than have you take it elsewhere.
This procedure applies to all our clients and customers — landlords, tenants, buyers, sellers and applicants.
Stage 1 — Tell us in writing
Please put your complaint in writing so that nothing is lost or misremembered. Send it to:
Email: pm@cgresidential.co.uk
Post: Celestial Globe South West Limited, 52 Grosvenor Gardens, London, SW1W 0AU
To help us investigate properly, please include:
- your name and the best way to contact you;
- the property address the complaint relates to;
- what went wrong, with dates where you can give them;
- copies of any relevant correspondence;
- what you would like us to do to put it right.
What happens next:
- We will acknowledge your complaint in writing within three working days of receiving it, and confirm who is investigating.
- We will investigate it thoroughly and send you a formal written outcome within fifteen working days of receiving your complaint. If for any reason we need longer, we will write to you before that deadline to explain why and tell you when to expect our reply.
Stage 2 — Ask a director to review it
If you are not satisfied with our Stage 1 response, write to us again and ask for the matter to be reviewed by a director of the company. Use the same email address or postal address above, and mark your message “Stage 2 complaint review”.
A director who was not involved in the original response will review your complaint and send you our final viewpoint letter. This letter marks the end of our in-house procedure and will set out our final position and your right to refer the matter to The Property Ombudsman.
Our whole in-house procedure will take no longer than eight weeks from the date we receive your written complaint.
Stage 3 — The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint letter — or if eight weeks have passed since you first complained to us in writing and we have not resolved it — you can refer your complaint to The Property Ombudsman free of charge.
The Property Ombudsman
Milford House, 43–55 Milford Street
Salisbury, Wiltshire, SP1 2BP
Telephone: 01722 333 306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Please note two time limits: you must refer your complaint to The Property Ombudsman within twelve months of the date of our final viewpoint letter, and TPO will normally expect you to have completed our in-house procedure first.
The Ombudsman’s decision is binding on us if you accept it, but you are free to reject it and pursue the matter through other means, including the courts.
Complaints about your tenancy deposit
If your complaint is specifically about deductions from a tenancy deposit at the end of a tenancy, this is dealt with by the free dispute resolution service run by the scheme protecting your deposit — the Deposit Protection Service (DPS) or the Tenancy Deposit Scheme (TDS) — rather than by The Property Ombudsman. Your Prescribed Information tells you which scheme holds your deposit.
Complaints about your personal data
If your concern is about how we have handled your personal information, please see our Privacy Notice. You can raise it with us using the details above, and you also have the right to complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint or on 0303 123 1113.