Complaints Procedure
Last updated: 7 September 2026
Before you publish: this is a working draft written to a sensible standard, not legal advice. Have a Cyprus-qualified lawyer review it and fill in the placeholders marked TBC — company registration number, registered address, and your Data Protection Commissioner details.
Our commitment
If we get something wrong we would rather hear it from you than read it in a review. This page explains exactly what happens when you complain, and how long each step takes.
Step 1 — Tell your property manager
Most issues are resolved fastest by the person already handling your property. Call or email them directly. We aim to acknowledge within one working day and resolve within five working days.
Step 2 — Escalate formally
If you are not satisfied, put your complaint in writing to complaints@vistaestates.cy, marked for the attention of the Managing Director. Please include:
- The property address and your client reference, if you have one.
- What happened and when.
- Who you have already spoken to.
- What outcome you are looking for.
We will acknowledge in writing within three working days and issue a full written response within fifteen working days. If the matter is complex and we need longer, we will tell you why and give you a date.
Step 3 — Final response
Our written response will set out what we found, what we are putting right, and what we are not upholding and why. If our final response does not resolve matters, we will tell you clearly that it is final.
Step 4 — Independent escalation
If you remain dissatisfied after our final response, you may take the matter further:
- Cyprus Real Estate Agents Registration Council — for conduct concerning registered estate agency activity.
- Consumer Protection Service, Ministry of Energy, Commerce and Industry — for consumer contract disputes.
- Office of the Commissioner for Personal Data Protection — if your complaint concerns how we handled your personal data.
- Rent Control Court — for statutory tenancy disputes between landlord and tenant.
Contact details for these bodies are available on request, and we will provide them with our final response.
How we learn from complaints
Every formal complaint is logged and reviewed quarterly by the management team. Where a complaint reveals a process problem rather than a one-off mistake, we change the process and record what changed.
Records
We retain complaint files for six years, in line with our Privacy Policy.