Global Estates Logo

Complaints Procedure

Global Estates® – Complaints Handling Procedure

Global Estates® is committed to delivering services with professionalism, transparency, and integrity. We recognise that, on occasion, clients may wish to raise concerns. This procedure outlines how complaints are managed in accordance with professional standards and regulatory expectations.

Stage 1 – Initial Resolution

If you are dissatisfied with any aspect of our service, please raise the matter with the staff member directly responsible for handling your transaction.
We will make every reasonable effort to resolve the issue at this stage promptly and informally.

Stage 2 – Formal Written Complaint (Internal Review)

If the matter remains unresolved, you may escalate the complaint by submitting it in writing to:

Complaints Manager

Upon receipt of your written complaint:

  • Acknowledgement will be issued within 3 working days.
  • A full and reasoned written outcome will be provided within 15 working days.
  • If additional time is required due to complexity, we will notify you in writing and provide an expected timeframe.

If you are satisfied with the outcome at Stage 2, the matter will be considered resolved.

Stage 3 – Escalation to the Director of Global Estates®

If you remain dissatisfied following the Stage 2 response, you may request a further review by the Director of Global Estates®. Please submit your written request for escalation to:

Director – Global Estates®

Email: info@globalestates.co.uk (marked for the attention of the Director)

The Director will conduct an independent review of the complaint and issue a final written response within 15 working days of receipt.

Stage 4 – Independent Redress: Propertymark

If, after completing all internal stages of our complaints process, you consider the matter still unresolved, you may refer your complaint to:

Propertymark

Propertymark will undertake an independent review in accordance with its Conduct and Membership Rules.

Stage 5 – Independent Redress: The Property Ombudsman (TPO)

Following the exhaustion of our internal complaints procedure, you may also refer your complaint to The Property Ombudsman (TPO). This referral must be made *within 12 months* of receiving our final written response.

The Property Ombudsman

TPO provides a free, impartial, and independent dispute resolution service. TPO’s decision is binding on Global Estates® as a member firm.

Professional Memberships
Global Estates® is a proud member of:

  • Propertymark
  • The Property Ombudsman (TPO)

We adhere strictly to their respective Codes of Practice and client protection standards.

TPO_generic logo

Global Estates® is a proud member of The Property Ombudsman (TPO), Membership No. T13149.
TPO provides a free, impartial, and independent service for the resolution of disputes between consumers and property agents. As members, we follow TPO’s Codes of Practice, ensuring transparency, fairness, and the highest professional standards in all our services. As members of The Property Ombudsman (TPO), we adhere to a Code of Practice that is approved by the Chartered Trading Standards Institute (CTSI).