Complaints procedure

How to complain about the Valuation Office Agency’s service.

We aim to provide a high standard of service and this is supported by the standards in our Charter and our code of practice on complaints.

Types of complaints we can consider

Please tell us if you think:

  • we provided a poor service
  • we made a mistake
  • you were treated badly
  • we have not acted in accordance with our Charter or Code of Practice

As set out in the Code of Practice, valuation disputes are not within our remit. This is because there are statutory processes in place – e.g. to appeal to the independent Valuation Tribunal about business rates values and council tax bandings.

How to complain

When you have a complaint, it is usually best to contact the person you have been dealing with. We know most concerns can be resolved this way without the need for a formal complaint.

If you are unable to resolve your complaint it is usually best to formally complain about our service by email. We have attached a Referral form (MS Word Document, 15.9KB) for ease, which includes the prompts below. When you contact us, it is helpful to provide as much detail as possible to help us find the information relevant to your case and investigate your concerns, including:

  • your name, address and telephone number (and property address if different)
  • details about your unhappiness with our service – what happened and what do you believe went wrong?
  • any case reference numbers, details of who you dealt with, copies of any correspondence relevant to the complaint
  • how the issue affected you?
  • what you would like to happen as a result of a complaint

There are 2 tiers to the VOA’s internal complaints procedure. If you make a formal complaint an Investigation Manager will deal with your complaint at tier 1. If you remain dissatisfied, a different Investigation Manager will review the complaint at tier 2. To assist us considering a complaint at tier 2, we ask that you set out which aspects of the tier 1 reply concern you and why you are dissatisfied.

Enquiries

complaintsinvestigation@voa.gov.uk

Telephone 03000 500 471

If you’re not satisfied

If you remain unhappy after the response at tier 2, you can ask the Adjudicator for HMRC and VOA to look into your complaint. The Adjudicator is a fair and unbiased referee whose recommendations are independent. Like the VOA complaints process, as mentioned above, valuation disputes are not within their remit.

You can contact the Adjudicator’s Office via their online service

Check the role of the adjudicator and how to make a complaint.

You can also contact your MP to ask them to refer your complaint to the Parliamentary Ombudsman. The ombudsman is independent of government and their service is free of charge.

The ombudsman normally expects a complaint to have been considered by the Valuation Office Agency and the Adjudicator before they will consider your case.

Reporting serious misconduct

Contact VOA to complain about alleged misconduct by VOA personnel involving criminal or near criminal behaviour.

Email: complaintsinvestigation@voa.gov.uk