Lettings and Property Management - Making a Complaint

As a member of The Association of Residential Managing Agents (ARMA) and The UK Association of Letting Agents Ltd (UKALA) we aim to provide the highest standards of service to you-the client. To ensure that your interests are safeguarded, we offer the following:

Customer Complaints Handling Procedure

If you have a complaint, this sets out the procedure which we will follow in dealing with that complaint.

Informal/Verbal Complaint

Should the need arise, a member of staff will be appointed to resolve any informal complaint relating to Residential Lettings or Property Management. Ideally we would ask if this could be done face to face, although we are very happy to try and resolve the same by telephone.

Formal Complaint

Initially we would ask for a round the table meeting to try and resolve the same.

Should your complaint be more serious you will be requested to send a written summary of your complaint to Mr Darren Stocks (The Proprietor) at Crown Property Management, so it can be investigated thoroughly.

Once we have received your written summary we will contact you in writing within 7-days to inform you of what action is to be taken, either to resolve the matter or to let you know what is underway to bring the complaint to a close

Should your complaint not be satisfied at this level you are then advised to write to The Association of Residential Managing Agents (ARMA). The issues raised will be further investigated in order to bring them to a conclusion.

If you still remain dissatisfied with any aspect of the handling of your complaint, then you are asked to write to The Residential Management Adjudication Scheme run by the Independent Dispute Resolutions Service (IDRS). Guidance leaflets and application forms are available from ARMA.

Should your complaint be concerned with Lettings, as a member of The UK Association of Letting Agents Ltd (UKALA) you can also write to them accordingly.

Please note, when contacting us we would be very interested in hearing your views on what you would like to see happen in order for the matter to be put right.

We would like to thank you for giving us the opportunity to rectify the situation and give below some addresses for your information.

Contact ARMA

The Association of Residential Managing Agents (ARMA)
178 Battersea Park Road, London, SW11 4ND
Telephone : 020 7978 2607
Fax : 020 7498 6153
Email : info@arma.org.uk

The UK Association of Letting Agents
PO Box 10582
COLCHESTER
CO1 9JD
Telephone: 01206 765456
Email ukalasys@hotmail.com

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