Association of Residential Managing Agents

Members' Area

Complaints about ARMA

ARMA takes complaints very seriously and works hard to resolve issues as quickly as possible. We are committed to providing a high-quality service, however we acknowledge that on occasions things can go wrong and that we can always learn from our mistakes.

HOW DO I MAKE A COMPLAINT?

If you have a complaint against ARMA itself, we ask that you put your complaint in writing to:

ARMA

3rd Floor, 2 – 4 St George’s Road

Wimbledon

London SW19 4DP

Or by email to info@arma.org.uk

Where your complaint is initially made orally you will be requested to send a written summary of your complaint.

In order that we can help resolve your concerns as quickly and efficiently as possible, we ask that you provide the following information:

  • Your name, address, email address if possible, and a daytime telephone number on which you can be contacted.
  • The name of the individual staff member within the company you have been dealing with if applicable.
  • A clear description of your complaint, giving concise details of what you believe has gone wrong.
  • Details of what you would wish us to put right.

WHAT HAPPENS NEXT?

Once we have received your written summary of the complaint, we will acknowledge receipt within 5 working days.

Your complaint will then be recorded in a central register for monitoring and management information purposes.

IF YOUR COMPLAINT RELATES TO ARMA AS AN ORGANISATION OR ITS STAFF

STEP 1

The Chief Operating Officer (COO) will conduct an internal investigation into your complaint, and will write to you within 25 working days to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken. It is hoped this response will resolve the matter to your complete satisfaction.

WHAT CAN I DO IF I AM STILL NOT SATISFIED?

STEP 2

If the complaint has still not been resolved to your satisfaction by the COO, we agree to the review of your complaint by the Chief Executive Officer (CEO).

Please write within 25 working days of the COO’s response to the CEO for a request for a review as matters outside of this time will not be considered.

You will receive an acknowledgement receipt within 5 working days to your request to review your complaint.

The CEO may then arrange to discuss this with you further and will write to you within 25 working days of this to confirm what took place and any solutions agreed with you, where appropriate.

The CEO’s response will be full and final and no further discussions will be entered into.

IF YOUR COMPLAINTS RELATES TO THE OPERATIONAL ASPECTS OF THE REGULATORY PANEL

STEP 1

The Chief Operating Officer (COO) will conduct an internal investigation into your complaint, and will write to you within 25 working days to inform you of the outcome of the investigation into your complaint and to let you know what actions have been or will be taken. It is hoped this response will resolve the matter to your complete satisfaction.

Please note however that the decisions of the Independent Regulatory Panel are exactly that – independent. ARMA will not intervene in them.

In accordance with the Operating Procedures if the Chair decides not to proceed with a case, they will notify the complainant accordingly with reasons. There is no right to appeal the decision on whether to proceed by the Chair.

If you are a Member or Associate subject to sanctions the appeal procedure is detailed within the Bye-laws which must be followed.

WHAT CAN I DO IF I AM STILL NOT SATISFIED?

STEP 2

If the complaint has still not been resolved to your satisfaction by the COO, we agree to the review of your complaint by the Chief Executive Officer (CEO).

Please write within 25 working days to the CEO for a request for a review as matters outside of this time will not be considered.

You will receive an acknowledgement receipt within 5 working days to your request to review your complaint.

The CEO may then arrange to discuss this with you further and will write to you within 25 working days of this to confirm what took place and any solutions agreed with you, where appropriate

The CEO’s response will be full and final and no further discussions will be entered into

IF YOUR COMPLAINT RELATES TO THE REGULATORY PANEL i.e Behaviour

For matters relating to the behaviour of the Regulatory Panel details will be passed to the Executive Committee who will review your complaint and determine if the Regulatory Panel has acted in accordance with its procedures or not. If the Executive Committee determines that there is an issue they will discuss directly with the Regulatory Panel.

The Executive Committee will endeavour to respond within 25 working days and their response will be full and final and no further discussions will be entered into.