Guidance

Valuation Office Agency complaints procedure

The Valuation Office Agency’s (VOA) complaints procedure supports the VOA in providing a quality service.

From:
Valuation Office Agency
Published
1 April 2011
Last updated
19 June 2023 — See all updates

Documents

Valuation Office Agency complaints procedure - English

HTML

Gweithdrefn gwyno Asiantaeth y Swyddfa Brisio - (Cymraeg)

HTML

Referral form (English)

MS Word Document, 26.4 KB

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Ffurflen atgyfeirio - (Cymraeg)

MS Word Document, 35.4 KB

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Complaints Authority to Act form (English)

MS Word Document, 72.3 KB

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Ffurflen Gwynion Awdurdod i Weithredu - (Cymraeg)

MS Word Document, 60.7 KB

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Details

Customer complaints are handled by the VOA’s Complaints Resolution Team.

They do not investigate complaints but rather work with the other areas of the VOA to find a resolution and ensure that the customer receives the best possible service. They will consider complaints if:

  • the VOA have provided a poor service
  • have caused unreasonable delays
  • have not acted in accordance with our Charter
  • did not apply policy and guidance consistently
  • have made mistakes or provided poor or misleading advice

The VOA takes all complaints seriously and uses them positively to improve the service provided.

The Complaints Resolution Team cannot consider complaints about valuation matters and customers will be encouraged to follow statutory processes in place to dispute valuation decisions.

Updates to this page

Published 1 April 2011
Last updated 19 June 2023 + show all updates

  1. The sections 'Putting things right' and 'Unioni pethau' have been updated.

  2. A link to our guidance on appointing an agent has been added to the complaints procedure.

  3. Minor amendments to the body text to reflect the communication procedure.

  4. Title changed from "Valuation Office Agency code of practice for complaints" to "Valuation Office Agency complaints procedure" Referral Form (Welsh) was added and all other attatchments have been updated.

  5. Complaints Authority to Act form (English) - file attachment created Complaints Authority to Act form (Welsh) - file attachment created Valuation Office Agency code of practice for complaints - HTML attachment updated

  6. Valuation Office Agency code of practice for complaints - Welsh has been added.

  7. Updated to include Valuation Office Agency Code of Practice for Complaints and Complaint Procedures 2021.

  8. Added Welsh translation.

  9. Some extra clarification added. Now links to the VOA charter, rather than the HMRC charter.

  10. First published.

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