Complaints Procedure
If something has gone wrong, we want to know, and to put it right.
We take complaints seriously. Most issues can be resolved quickly by talking to us, but if you would like to make a formal complaint, here is exactly how it works.
The PDF says exactly what this page says. Ask us at any time and we will send it to you.
Step 1, Tell us
Put your complaint in writing to customer.care@globalqualityestates.com, marked for the attention of the Director, setting out what happened and what you would like us to do. We will acknowledge your complaint in writing within three working days.
Step 2, Our investigation
We will investigate thoroughly and send you a formal written outcome within fifteen working days of acknowledging your complaint. If we need longer, we will tell you why and give you a revised date.
Step 3, Review
If you remain unhappy, write to us again and we will carry out a separate review by someone more senior who has not dealt with the matter so far, sending you our final viewpoint letter within fifteen working days. If we cannot meet that date we will tell you when we expect to, and remind you of your right to go to the Ombudsman.
Every complaint is kept confidential and dealt with fairly. If we do not hear from you within eight weeks of our response, we will take it that the matter is resolved and close the complaint. If anything is still outstanding in the meantime, contact the person named in our acknowledgement letter.
Step 4, The Property Ombudsman
If you are still dissatisfied after receiving our final viewpoint letter, or if more than eight weeks have passed since you first complained, you may refer the matter to The Property Ombudsman:
- Website: www.tpos.co.uk
- Email: admin@tpos.co.uk
- Telephone: 01722 333306, Monday to Friday, 9am to 4.30pm
- Post: The Property Ombudsman, Unit 159756, PO Box 7169, Poole BH15 9EL
You must refer your complaint to the Ombudsman within twelve months of our final viewpoint letter. The service is free to consumers and independent of us.
Step 5, Propertymark
The Property Ombudsman decides whether you have been treated unfairly and whether you are owed anything. Propertymark answers a different question: whether we have breached the Conduct and Membership Rules we agreed to as one of its members. If your complaint is about that, you can take it to Propertymark once the Ombudsman has reviewed it.
Propertymark will want evidence that you have been through the steps above first. Details, timescales and the complaint form are on their website:
- Website: Make a complaint about a Propertymark member
- Email: complaints@propertymark.co.uk
- Telephone: 01926 496791
Propertymark cannot consider tenancy deposit disputes. Those are decided by the deposit scheme's own free adjudication service.