How we put things right
Complaints,
handled fairly.
We value feedback. If something has gone wrong, this page explains how to tell us and what happens next.
Last updated: September 2026
Our commitment
ARM Property Solutions Ltd aims to provide a professional, fair and transparent service. We take concerns seriously and use complaints to identify where our service can improve. Raising a complaint will not affect the way we treat you.
Making a complaint
Please send your complaint through our contact page. State clearly that your message is a complaint so it can be directed appropriately. You may complain about our service, communications or the way we have handled an enquiry or introduction.
What to include
Please provide your name and contact details, a clear description of what happened, relevant dates or property details, copies of useful correspondence, and the outcome you would like us to consider. Please do not send original documents.
What happens next
We will acknowledge your complaint as soon as reasonably possible. We will review the information provided, may ask questions or request further documents, and will investigate the matter fairly. Where another person or business is involved, we may need to obtain relevant information from them.
Our response
We aim to respond without unnecessary delay. Complex matters may take longer, in which case we will keep you informed. Our response will explain the outcome of our review and any action we propose to take. Possible outcomes may include an explanation, correction, apology or service improvement where appropriate.
If you remain dissatisfied
If you are unhappy with our response, please tell us why and identify any information you believe we have overlooked. We will consider whether a further review is appropriate. We will also explain any other route that applies to your particular complaint. Nothing in this procedure affects your legal rights or your ability to obtain independent advice.
Accessibility and support
If you need help making a complaint or require a reasonable adjustment, tell us through the contact page. We will consider an alternative format or another practical way for you to provide the information.
Privacy and records
We keep appropriate records of complaints and use personal information to investigate, respond and improve our service. Information is handled in accordance with our Privacy notice and shared only where reasonably necessary or required by law.