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Complaints Procedure
- If you have a complaint about <span style="color:blue;text-transform:lowercase">ARIM</span>, then this note sets out the procedure which we will follow in dealing with that complaint. (Please note that if your complaint is in relation to the return of your deposit, and your tenancy is in England or Wales, please refer to the Tenancy Dispute Service (www.thedisputeservice.co.uk), details of which were sent to you at the start of your tenancy).
- A person will be appointed to be the first point of contact to deal with your complaint, and you should not hesitate to contact that person at any point in the process, once you are notified of that person's contact details.
- Where your complaint is initially made verbally, you will be requested to send a written summary of your complaint to the appointed person. It will assist us in understanding the background and exact nature of your complaint if you can provide us with as much detail as possible. If it is difficult for you to write or email us, we can complete a form over the telephone and read it back to you to ensure that we have noted the details correctly.
- When providing details of the complaint please let us know what has happened and what you would like to happen to put things right. Once we have received your written summary of the complaint, we will contact you in writing within seven days to inform you of our understanding of the circumstances leading to your complaint. You will be invited to make any comments that you may have in relation to this.
- Within 21 days of receipt of your complaint, the appointed person will write to you to inform you of the outcome of the investigation and to let you know what actions have been, or will be, taken.
- If you are dissatisfied with any aspect of our handling of your complaint, you may appeal to a Director of the Company. The Director will further review the nature of your complaint, how it has been handled and discuss with you what the next steps will be. Where you have given email or telephone contact details, we will respond within 5 working days. Any actions arising from those discussions will be confirmed in writing.
- If you remain dissatisfied with any aspect of our handling of your complaint, then we will attempt to resolve this promptly through negotiations, and in default you are encouraged to refer the matter to the Surveyors Ombudsman Service.
