Complaints Procedure

Complaints Procedure – DXB Property Solvers Ltd t/a Global Estates®

We are committed to providing a professional service to all our clients. If something goes wrong, we need you to tell us about it so we can resolve the matter and improve our standards.

Stage 1 – Initial Complaint

Please put your complaint in writing (letter or email) to the Branch Manager at:

DXB Property Solvers Ltd t/a Global Estates®
397A Eastern Avenue, Ilford, Essex IG2 6LR
Email: info@globalestates.co.uk

We will acknowledge receipt of your complaint within 3 working days.
Your complaint will be investigated by the Branch Manager who will aim to provide a written response within 15 working days of receipt.

Stage 2 – Escalation

If you remain dissatisfied, you may escalate the matter in writing to the Company Director:

DXB Property Solvers Ltd t/a Global Estates®
397A Eastern Avenue, Ilford, Essex IG2 6LR
Email: md@globalestates.co.uk

We will acknowledge receipt of your escalated complaint within 3 working days.
A final viewpoint letter will be issued to you within 15 working days of escalation.
If for any reason we are unable to provide a full response within that timescale, we will explain why and provide an estimated date of reply.

Stage 3 – Independent Redress (The Property Ombudsman)

If you are still not satisfied after receiving our final viewpoint letter, you may refer your complaint to:

The Property Ombudsman Ltd (TPO)
Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306
Email: admin@tpos.co.uk
Website: www.tpos.co.uk
Membership Number: T13149

You must refer your complaint to TPO within 12 months of receiving our final viewpoint letter.
TPO requires that all complaints are first addressed through our internal complaints procedure before they can be considered.

Additional Notes

This procedure covers complaints made by clients, tenants, landlords, buyers and sellers.
We keep records of all complaints and outcomes for at least 3 years in line with TPO requirements.
As a member of TPO, we are committed to following their Code of Practice and providing fair, transparent, and professional service.

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).