At Verta Property Group Limited, we understand that property investment and related services – such as management, tax, and finance – can sometimes be complex, and issues may occasionally arise. We are committed to providing a transparent, responsive, and fair complaints process to ensure every concern is addressed in a professional and timely manner.

Our Commitment to You

We take all complaints seriously and aim to resolve any issues as quickly and efficiently as possible. Whether your concern relates to investment advice, property management, financial services, or tax-related matters, we will do our utmost to assist and find a satisfactory resolution.

How to Submit a Complaint

If you wish to make a complaint, please contact us in the first instance via email at: info@vertapropertygroup.co.uk. Please include as much relevant detail as possible so we can investigate your concerns thoroughly.

Our Response Time

We aim to respond to all complaints within 14 working days. In some cases, we may need to liaise with third parties or partner organisations to provide a comprehensive response. If this is the case, we will keep you informed of the progress and provide an estimated timeline.

Escalating a Complaint

If you feel your issue has not been addressed sufficiently or you are dissatisfied with the outcome, you may escalate your complaint by contacting our Operations Manager directly: Rachel Cole – rachel.cole@vertapropertygroup.co.uk. Rachel will conduct a further internal review and aim to respond within 7 working days of receipt.

Independent Redress

Verta Property Group Limited is a proud member of the Property Redress Scheme (PRS). If you remain unsatisfied after the internal escalation, you may refer your complaint to the PRS for independent review.