This complaints procedure applies to consumers, landlords, tenants, and third parties who have received services from Votta Sales & Lettings.

In the unlikely event that you are dissatisfied with any aspect of the service provided, we take all complaints seriously and are committed to dealing with them promptly, fairly, and transparently.

Stage One – Initial Resolution

You should first contact the relevant department to which your complaint relates, as they are expected to attempt to resolve your concerns directly with you.

If the matter remains unresolved, you should submit your complaint in writing, either by letter or email, addressed for the attention of the Chief of Compliance Lord Robert T Feast 

All complaints will be acknowledged in writing within three working days, and a copy of this Complaints Procedure will be provided.

Stage Two – Formal Investigation

We will carry out a full investigation into the complaint and provide a formal written response addressing the issues raised and, where appropriate, proposing a resolution. This response will be issued within eight weeks of receipt of the written complaint.

Verbal complaints may be responded to verbally where appropriate; however, a written confirmation of the outcome will always be provided upon request or where the complaint is complex or involves multiple issues.

All stages of our internal complaints handling process are intended to be completed within the overall eight-week period, wherever reasonably possible.

Stage Three – Final Investigation (Exhaustion of Internal Process)

If you remain dissatisfied following our formal response, the complaint will be escalated for a final investigation by the Business Owner or another senior appointed officer of the firm.

This escalation must be made in writing, clearly titled “Escalated Complaint”, and addressed to:

Votta Sales & Lettings
For the attention of: David R Votta P.P.A.R.L.A
34 Station Road
Westgate-on-Sea
Kent
CT8 8QY

Email: info@votta.co.uk

The findings of this final investigation will be communicated to you in writing within 15 working days, and always within the overall eight-week complaint handling period where possible.

Once this final written response has been issued, our internal complaints procedure is considered exhausted.

Propertymark

After you have fully exhausted our internal complaints procedure and received our final written response, you may raise the matter with Propertymark within six months of the date of that final response.

Propertymark considers complaints relating to member conduct and compliance with professional standards. Propertymark does not provide redress or compensation but may investigate whether a member firm has breached required rules, codes of practice, or professional obligations.

Propertymark can be contacted at:

Propertymark
Arbon House
6 Tournament Court
Edgehill Drive
Warwick
CV34 6LG

Website: https://www.propertymark.co.uk

External Redress

If it becomes evident that an agreement cannot be reached following receipt of our final investigation findings, you are entitled to refer the matter to our approved redress scheme.

This does not affect your statutory rights.

You may refer your complaint to The Property Redress Scheme within 12 months of the date of our final written response.

The Property Redress Scheme
Premiere House
1st Floor
Elstree Way
Borehamwood
WD6 1JH

Website: https://www.theprs.co.uk/ContactUs
Email: info@theprs.co.uk
Telephone: 0333 321 9418
(9.00am – 5.30pm, Monday to Friday)