87% of users dissatisfied with business rates appeals system, study says

On top of the complaints, Colliers says the users wish to have people from the platform to explain the situation to them.

Global commercial real estate agency and consultancy Colliers International has revealed that 87% of the users of business rates appeals system Check Challenge Appeal are either ‘dissatisfied’ or ‘very dissatisfied’ as the platform reached its first year since it launched.

In contrary to this, the government's Valuation Office Agency (VOA) also reported that 47% of over 2000 companies who answered their survey said that they are either ‘satisfied’ or ‘very satisfied’.

“Turning the figures on their head, 47% satisfied, still leaves the majority- 53% -either impartial or dissatisfied, and that’s with 71% of them successful in their appeals,” John Webber, head of business rates at Colliers International, commented.

“Over complicated procedures, lack of guidance and a largely un-navigable new online portal are discouraging those with good cases from challenging their bills. At the very least businesses now need to employ agents to help them get through the system, whereas before many could appeal directly themselves.”