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Our Policies


This document tells you about our policies:

  • Who we are 
  • Our Products & Services
  • Online Payments & Costs 
  • Online Refund, Return & Cancellation
  • Privacy, Security & Disclosure
  • Complaints
Who we are

"We" are the licensor Our Potential Ltd trading as Complete Property Services (company number 06438580) and our company registration address is Dalton House 60 Windsor Avenue London England SW19 2RR. We are registered under the Data Protection Act 1998, number Z3169149.

Our Products & Services

"We" provide:

  • Residential & Commercial Property Sales
  • Land & New Homes Sales
  • Residential Lettings
  • Mortgage & Financial Services via local Independent Financial Advisors
  • EPC's & Conveyancing via local Independent Solicitors
  • Other property related services such as Removals and Relocation
Online Payments & Costs

The costs of our Sales Lettings & Financial services vary depending on the service provided and are discussed in detail when you instruct us to act for you.

We also provide a quick and easy facility to make online payments for:

  • Our "Fast EPC & Floorplan" Service       £120 + Vat
  • Accelerated Marketing                         £250 + Vat
  • Premium Marketing                             £500 + Vat
  • Ad-Hoc Payments

This facility can be found on the 'Pay Now' page of our website.

Online Refund, Return & Cancellation Policy

Placing an order through Complete initiates the purchasing of documents instantly from third parties who will not give a refund. If you wish to cancel an order, for a genuine reason, we will attempt to cancel any components which have not yet been returned. We cannot guarantee however that this will be possible. Any refund Complete receive will be returned within 14 days.

We operate a system to ensure that all customer refunds, returns and cancellations are dealt with fairly and consistently, and are properly recorded. If you have an online Refund, Return or Cancellation query please write to us at Customer Services, Dalton House 60 Windsor Avenue London England SW19 2R , or e-mail us at

Privacy, Disclosure & Security Policy

We are committed to protecting your privacy. This policy explains how and for what purposes we use the information collected about you via (referred to below as "this Site"). Please read this privacy policy carefully. By using this Site and any services we offer via this Site, you are agreeing to be bound by this policy in respect of the information collected about you via this Site.

If you have any queries or comments about the policy or our use of your personal information, please get in touch with us by emailing us at or writing to The Privacy Manager Dalton House 60 Windsor Avenue London England SW19 2R .

In general, we use the information we collect about you to:

  • Help us provide more personalised services to you
  • Provide information services to relevant third parties
  • Improve the features and services we offer
  • Support our own marketing and promotion efforts
Personal information collected

When you visit, register or use the services on this Site, you may be asked to provide certain information about yourself, including your name and your contact details. We may also collect information about how you use this Site including your searches, the properties you look at. Finally, we may also collect information from any correspondence that you have with us.

Information collection and use

Your information will enable us to provide you with access to all parts of this Site and to supply the services and features that you have requested. We and our licensee's may aggregate the information to identify patterns which we can use in our marketing and to help us develop, administer, support and improve our services and features.

In particular, we may use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to this Site or our services. Further, where you have consented, we might also use your information to email you with details about any other products or services which we offer which may be of interest to you. If you change your mind about being contacted in the future, please email us at and tell us.

The following features, by their nature, require and make use of personally identifiable information.

Sending emails

The information that you complete on the forms on this Site is recorded by us. This helps them provide you with a more personalised service. We also keep details of your searches to help us find property that matches your requirements more closely.

Recommend Us

When you use the 'Recommend Us' feature of this Site we record which properties you have been sent to the friend solely so that we can track the popularity of those properties. We record the other details provided in the email for internal monitoring of the service. We will NOT add any information collected in this manner to our mailing lists to protect you and the recipient's privacy.

Registering with us

If you register with us, we save the details you provide and use them to enable us to personalise the service we offer to you. You can update 'your details' at any time via the site. When you are signed in, we automatically pre-fill your saved details on the forms should you wish to use this element of the service we offer to you.

My Properties

If you register with us and 'save properties' you are interested in, we can identify which properties you have saved. We do not make this individual information available to third parties.

Using the 'Property Alerts'

If you register with us and use the "Property Alerts" feature to receive notification when new properties matching your criteria are added to this Site, we record the settings you use and which properties have been sent to you. We do not make any information about any property that has been sent to you available to third parties. If you are signed in when you send an email to us, we include your settings to help us to provide more personalised services to you.

Your Financial Information

Online Payments

We use Realex for our online payments. Realex provide a secure environment for your payments and therefore we do not hold or store any of your personal financial information.

Who has access to the information you provide or we collect

We and our licensee's retain access to all personal information that we have collected from you.

When our service is available via the websites of our partners, those partners may have access to your information. Their use of your personal information is governed by their privacy policies. We are not responsible for the privacy policies and practices of any other websites, even if you access them using links from this Site or if you can access this Site or use our services from them. We therefore recommend that you check the policy of each site that you visit and make sure that you are comfortable with the terms of such policies before providing any personal information.

If you have consented on 'Client Login' page or the appropriate email form, we may provide any of the information we collect to carefully screened third parties to contact you regarding products or services that we think may be of interest to you. If you change your mind about being contacted by these third parties in the future, please email us at and tell us.

If our business enters into a joint venture with or is sold to or merged with another business entity, your information may be disclosed to our new business partners or owners.

If we offer a service provided by a third party that requires us to pass your information to them in order to deliver the service, you will be required to give consent for us to transfer your data. We will not pass your data to anyone who is not also registered with the Data Protection Act.

We will not otherwise disclose, sell or distribute your information to any third party without your permission unless we are required to do so by law.

Access to, changing or removing the information we hold

Registered users of this Site can update their information, change settings or cancel their membership on their 'My Complete' page once signed in.

Non-registered and registered users of this Site can request we provide them with a copy of the personally identifiable information we hold via You may ask us to make any necessary changes to ensure that such information is accurate and kept up-to-date. We may charge a small administration fee to cover the data search, preparation and delivery.

We subscribe to the mail preference scheme which regulates unsolicited addressed mail. For more information about the scheme visit

Cookies and tracking

Like many websites, we use "cookies" to enable us to personalise your visits to this website, simplify the signing-in procedure, keep track of your preferences and to track the usage of this website. Cookies are small pieces of information that are stored in the hard drive of your computer by your browser. Your browser will have the option to prevent websites using cookies (your browser's help screen or manual will tell you how to do this), but please note that this may reduce the functionality of this Site and other websites.

Like all websites, our servers automatically record 'log files' containing information about the volume and characteristics of our website traffic e.g. IP address, numbers of pages viewed, length of time spent on site. We use log files to build pictures of how our site is used that help us to monitor and improve the service. We cannot identify you from your log files.

Security, storage and transfer of information

We follow strict security procedures to ensure that your personal information is not damaged, destroyed, or disclosed to a third party without your permission and to prevent unauthorised access to it. The computers that store the information are kept in a secure facility with restricted physical access and we use secure firewalls and other measures to restrict electronic access.

All of the information we collect or record is restricted to our offices. Only employees who need the information to perform a specific job are granted access to personally identifiable information. We will explicitly ask you when we need information to identify you. We may require you to co-operate with our security checks before we disclose information to you. You can update the personal information that you give us at any time by viewing 'your details' page.

Your information will not be transferred outside of the European Economic Area.

We will retain your information for a reasonable period or for as long as is required by law.

Complaints Procedure

Our licencees are members of The Property Ombudsman Scheme and subscribe to their Codes of Practice for both Residential Sales & Lettings.

Should you have any problems with "Complete" service which you are unable to resolve with the Negotiator involved or the Property Manager you should write to the Manager for the department in question.

This complaint will be acknowledged within three working days of receipt and an investigation undertaken. A formal written outcome of the investigation will be sent to you within 15 working days.

If you remain dissatisfied, you should write to the Managing Director of Complete (MD). The same time limits will apply. Following the MD's investigation, a written statement expressing Complete' Final View will be sent to you. This will include any offer made. This letter will confirm that you are entitled if dissatisfied to refer the matter to the Ombudsman within six months for a review.

Changes to the policies

We may change these policies from time to time as we add new services or features or in response to changes in the law or our commercial arrangements. Any changes will be posted on this Site.

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