CONSUMER CHARTER:

OUR PROMISE

The Consumer Charter is for you – whether you are a leaseholder, residents’ management company director, freeholder, developer or landlord. It sets out how ARMA members must deal with clients and the standard of customer service you can expect.

ARMA-Q members must:

• Be honest, fair, open and transparent and provide a timely and professional service with access to the information needed.

• Act with skill, care, diligence and without discrimination.

• Make sure that all their staff are appropriately trained and knowledgeable.

• Have written terms of business.

• Provide their complaints handling procedure specifying the ombudsman scheme to which they subscribe.

• Comply with all relevant legal requirements and relevant codes of practice.

• Avoid conflict of interest.

• Maintain clear, accurate and up-to-date financial records.

• Ensure that any client money is held separately from the managing agent’s other monies.

• Hold appropriate professional indemnity insurance.

Any member who falls short of the Charter may be subject to disciplinary action. For further information e-mail info@arma.org.uk

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Registered in England No. 5128635