Complaints about a Member
We ensure that complaints are handled well by our members
Since October 2014, it is a legal requirement for all firms of managing agents to offer access to a Government approved independent ombudsman/redress scheme where unresolved disputes can be addressed, free of charge to consumers. This means complaints are handled independently and leaseholders can be confident that there is no bias.
As a trade association, we are not in a position to deal with complaints about our members directly. We need to remain fully impartial so as not to jeopardise the outcome of any complaint made to the Ombudsman or alternative redress scheme or our independent Regulatory Panel.
It is a condition of ARMA membership that all members must have a published internal complaints handling procedure that is fit for purpose.
HOW TO MAKE A COMPLAINT
STEP 1: Follow the member's in-house complaints procedure
If you are not happy with the service you have received from an ARMA member then you should first of all ask for a copy of their in-house complaints procedure.
Complaints will be dealt with internally by the member firm either by their complaints department or a designated individual.
Members have eight weeks to resolve the complaint under the ombudsman rules.
STEP 2: Go to the member's ombudsman
If the member fails to address or resolve the issues within the eight-week period then you should contact the member’s ombudsman. Details of the relevant ombudsman will be shown in the member’s complaints procedure and on our website.
If the dispute is “deadlocked” (ie the agent has issued their final decision or confirmed in writing that they will not deal with the matter further) the complaint can be taken directly to the ombudsman at that time although still within the eight-week period. From receipt of the agent’s final decision/deadlock letter, a period of 12 months is allowed for the dispute to be taken to the ombudsman/redress scheme.
BEFORE YOU COMPLAIN
It’s worth checking out who the landlord is and who has overall responsibility for the management of your property. If it’s a residents' management company (RMC) owned by the leaseholders, then you should take up the issues with the directors of the RMC first in most cases. It will help in the long run if you are able to demonstrate that the directors support the complaint.
What kind of complaints will the ombudsman investigate?
The ombudsman has the power to investigate ARMA members who breach the Association's professional requirements. They may look into:
- Lack of communication
- Failure to respond to reasonable requests for information
- Not delivering promised action or services
- Disputes over contractual matters between managing agents and their clients
- Issues relating to management handovers
- Accounting matters
- Clear and proven breaches of the RICS Service Charge Residential Management Code
Are there any issues that the ombudsman wont take on?
The ombudsman can exercise discretion but usually will not be able to deal with complaints that:
- Relate to managing agents who are not members of their scheme
- Have not exhausted the eight week period through the member’s in-house complaints procedure (and, where appropriate, independent mediation if it has been offered)
- Relate to property owned or controlled by a residents' management company where the member can demonstrate the board of directors are content with their services - although any instructions from this board must have been lawful and proper
- Require the interpretation of leases where the parties to a lease are in dispute over such interpretation
- Relate to insurance issues that fall under the jurisdiction of the Financial Conduct Authority
- Are sub-judice
- Are subject to the jurisdiction of the Courts or Tribunals on matters of fact, reasonableness, financial recovery or compensation
Issues relating to the reasonableness of expenses paid from services charges and of administration charges and whether these can be charged to leaseholders will usually only be suitable for referral to the First-tier Tribunal (Property Chamber). You may find it helpful to visit their website for further information:
Under what circumstances will ARMA take action?
ARMA itself will remain totally impartial from any decisions taken.
The independent Regulatory Panel cannot consider complaints unless and until all appropriate avenues of redress have been exhausted including;
- First-tier Tribunal (Property Chamber)
- Police investigation leading to criminal prosecution
- Investigation (and potentially prosecution) by other authorities e.g.:
- Health & Safety Executive
- Environment Agency
- Local Authorities (e.g. section 21 and 22 LTA compliance)
- Information Commissioner’s Office
- Trading Standards
- Financial Conduct Authority
- Competition and Markets Authority (re. competition issues)
- Local fire services
Once this has been undertaken and if you wish then for the matter to be raised with the independent Regulatory Panel, you should raise a complaint along with the relevant supporting documentation either by post to ARMA, 3rd Floor, 2-4 St George’s Road, Wimbledon, London. SW19 4DP or email to firstname.lastname@example.org marked clearly as ‘Regulatory Panel Complaint’.
Please note that cases will not normally be accepted where the case relates to a matter that is over 24 months old from the day that alleged incident took place. The only exception to this will be where criminal proceedings have been in progress.
Where the Ombudsman has made a final decision, including financial settlement, the independent Regulatory Panel has no jurisdiction over the amount of the award and cannot get involved in such cases. The Panel can only review the decision to consider if disciplinary action is appropriate where this has been submitted with a complaint
The independent Regulatory Panel will have a number of sanctions to impose on ARMA members who are found to breach the RICS Code and the high standards ARMA expects from its members (see the Consumer Charter and Standards published on the ARMA website www.arma.org.uk).
They will be able to:
- Require the member to undertake training
- Require an apology with acknowledgement of a specific action to be taken to remedy a complaint
- Issue a formal warning by letter
- Impose administration costs and fines
- Suspend a member from membership for a specified period and on conditions
- Expel a member from ARMA
All disciplinary sanctions, will be published on ARMA’s website for a period of two years from the date on which the sanction is imposed.
My managing agent is refusing to send me their complaints procedure. What can I do?
It is a condition of ARMA membership that firms must have a published complaints procedure and make it available if asked. If your managing agent is refusing to provide their complaints procedure, then you should contact ARMA by email us at email@example.com. Alternatively go directly to the relevant ombudsman.
How can I find out which ombudsman my managing agent is signed up to?
This should be made clear on the member’s complaints procedure. If not, you can find out by visiting our search for members page and looking up your managing agent.
Members may belong to one of three ombudsman schemes:
Ombudsman Services: Property
PO Box 1021
0330 440 1634
The Property Ombudsman Limited
43-55 Milford Street
Property Redress Scheme (PRS)
Ground Floor, Kingmaker House
Tel: 0333 321 9418