Most concerns are resolved by the account manager who knows your building. When something needs to go further, this is the route.
Step 1 — Tell us
Raise the issue with your account manager, or write to info@victorestate.com.mt with “Complaint” in the subject line. Include the property, the dates and what has gone wrong. We acknowledge complaints within 2 working days.
Step 2 — Investigation
A senior member of the relevant division investigates and responds with findings and any corrective action within 10 working days. If we need longer — for example where third parties are involved — we tell you why and when to expect our reply.
Step 3 — Escalation
If you are not satisfied with the response, ask for the matter to be reviewed by group management. The review decision is our final position.
Condominium matters
Where a complaint concerns the administration of a condominium under Cap. 398, owners retain their rights under the Condominium Act, including recourse to the courts or, once constituted, the Condominium Authority. Using this procedure does not affect those rights.