Google Business Profile Ownership Dispute What to Do If Someone Else Claims Your Listing

Discovering that someone else controls your Google Business Profile is alarming. You might notice your phone number has changed, your hours are wrong, or you simply cannot log in to make edits. For a locksmith or any UK tradesperson, this means someone else is effectively controlling how customers find you — and whether they find you at all.

A google business profile ownership dispute can happen for several reasons: a former employee still has access, a previous marketing agency never handed back control, or in rarer cases a competitor has claimed your listing. Whatever the scenario, there is a formal process to reclaim ownership and Google does side with legitimate business owners.

We have handled ownership disputes for tradespeople across the UK — contact us before it gets worse and we will guide you through the process or handle it directly.

Why someone else might control your listing

Understanding the cause helps you choose the right approach. The four most common scenarios are:

A previous marketing agency set it up. This is by far the most common case. An agency created your Google Business Profile using their own Google account. When you stopped working with them, they kept access — sometimes deliberately, sometimes through oversight. Our guide on DIY versus agency GBP management covers what to look for when choosing who manages your profile to avoid this situation.

A former employee had access. If a receptionist, office manager, or business partner was added to your GBP as an owner or manager, they retain access even after leaving your business. If they were added as the primary owner, they can even remove your access.

Google auto-generated the listing and someone else claimed it. Google creates listings automatically from directory data. If you never claimed yours, anyone could have — including a well-meaning (or not) third party.

A competitor or fraudster claimed it. Less common but it does happen. A competitor might claim your listing to redirect your phone calls, change your hours to show you as closed, or damage your reputation. This is particularly common in competitive trades like locksmithing, where lead generation companies sometimes hijack listings.

Step one — check what access you currently have

Before starting a dispute, check whether you have any level of access to the listing:

Sign into business.google.com with every Google account you have ever used for your business. Look for the listing. You might find you have manager access but not owner access, which is still useful.

If you can see the listing in your dashboard, check the "Users" section to see who the current primary owner is. This tells you exactly who you are dealing with.

If the listing does not appear in your dashboard at all, you have no access and will need to use Google's ownership request process.

Step two — try the direct approach first

If you know who has control, contacting them directly is the fastest resolution:

For a former agency: Send a formal email requesting they transfer primary ownership to your Google account. Reference your contract — most agreements include provisions for handing back assets. Give them a clear deadline of 14 days. Most agencies comply when asked formally.

For a former employee: Contact them and ask them to remove themselves or transfer ownership. If the departure was amicable, this usually works. If not, you may need to proceed with Google's formal process.

For an unknown claimant: You cannot contact them directly because you do not know who they are. Skip straight to step three.

Step three — use Google's ownership request process

Google provides a formal mechanism for requesting ownership of a listing that someone else controls. Here is how to use it:

1. Go to Google Maps and search for your business
2. Click on your listing
3. Look for a link that says "Own this business?" or "Claim this business"
4. Follow the prompts to request ownership

Google will notify the current owner by email. They have seven days to respond. Three outcomes are possible:

They approve the transfer. You receive ownership and full control. This is the ideal outcome and happens more often than you might expect — many previous owners simply forgot they had the listing.

They reject the transfer. You receive a notification that your request was denied. At this point you need to escalate (see the next section).

They do not respond. After seven days of no response, Google may grant you ownership automatically, particularly if you can prove you are the legitimate business owner. This is the most common outcome for abandoned listings and dormant agency accounts.

Step four — escalate if your request is denied

If the current owner rejects your request, you are not out of options. Google has an appeals process for ownership disputes:

Gather your documentation. Prepare at least three of the following:

• Business registration documents (Companies House, sole trader registration)
• Utility bills at the business address in your name
• Professional accreditations (Gas Safe, NICEIC, NAPIT, etc.)
• HMRC correspondence showing the business name and address
• Invoices from suppliers addressed to the business
• Photos of branded signage, vehicles, or uniforms

Submit an appeal through the Google Business Profile help centre. Explain the situation clearly: who you are, what business you own, and why the current owner is not the legitimate operator. Attach your documentation.

Use the Google Business Profile community forum. Post your case in the forum where volunteer Product Experts can review it and escalate to Google directly. Be factual, provide evidence, and avoid emotional language. These experts have more influence over the process than the standard support channels.

What to do while you wait

Ownership disputes can take two to four weeks to resolve. During that time:

Do not create a new listing. This creates a duplicate, which causes additional problems and can result in a suspension. Google penalises businesses with multiple listings, and it makes the ownership dispute harder to resolve.

Monitor the existing listing. Keep an eye on what changes the current controller makes. Screenshot any edits they make — particularly if they change your phone number, add incorrect information, or mark your business as closed. This evidence strengthens your case.

Strengthen your other online presence. Update your website, directory listings, and social profiles with accurate information. Strong, consistent business citations help prove you are the real business when Google reviews your case.

Keep serving customers. Your business does not stop because of a listing dispute. Make sure customers can still find you through your website, word of mouth, and other channels while you sort this out.

Preventing ownership disputes in the future

Once you regain control, protect yourself against losing it again:

Always be the primary owner. If you use an agency or employee to manage your profile, add them as a "Manager" — never as "Owner." Managers can handle day-to-day management without the ability to lock you out.

Use your own Google account. Your GBP should be registered under an email you personally control. A business-specific Gmail address is ideal. Never let someone else create the profile under their account.

Review your user list regularly. Every few months, check who has access. Remove former employees, old contractors, and agencies you no longer work with.

Keep your recovery details current. Make sure the email and phone number on your Google account are up to date.

Get expert help with your ownership dispute

Dealing with a GBP ownership dispute while running your business is stressful and time-consuming. We have resolved ownership disputes for locksmiths and tradespeople across every trade, and we know exactly how to present your case to Google for the fastest resolution.

We have handled ownership disputes for dozens of UK businesses — contact us before the current controller makes changes that are harder to undo.