iConn Ltd always endeavours to provide the very highest of standards in customer care. In order to protect our client's interests, it is essential that there is a redress system in place. iConn Ltd is a member of ARLA (Association of Residential Letting Agents) and the TPO (The Property Ombudsman) These memberships ensure that landlords and tenants are to be provided with a superior level of service at all times, as we are constantly governed by a Code of Practice providing a framework of ethical and professional standards.
We hope that our complaints procedure will resolve any dispute without the need for you to contact ARLA or The Property Ombudsman. Please note they will not investigate your complaint before you have completed our internal complaints procedure, and received a letter from us giving our final response.
1. If you have a concern relating to iConn Ltd, please discuss this with one of our staff members. Our aim is to deal with your problem sympathetically, fairly and professionally.
2. If you feel that the matter is not being resolved to your satisfaction, please ask to speak to our Office Manager; Samantha Douglas-Burgess. The Manager will try to resolve the matter on the day you raise your complaint, although whether this is possible will, of course, depend on the nature of the complaint.
3. If the response by our Office Manager does not resolve the matter to your satisfaction, please write to the Managing Director Iris O'Connell, Lee Court, 26a Castle Street, Canterbury, Kent CT1 2PU you should state why you are still dissatisfied and what further action you wish iConn Ltd to take to fully resolve your complaint.
4. A letter of acknowledgement will be sent to you within 3 working days. This will set out our understanding of your complaint and give an undertaking of when we will be able to reply in greater detail. You may be asked for additional information to assist us in resolving the matter. A formal written outcome of this investigation will be sent to you within 15 working days as a final response. The Property Ombudsman Consumer Guide will accompany this.
5. If you are still not satisfied with the steps taken by iConn Ltd , you can write to: The Association of Residential Letting Agents, Arbon House, 6 Tournament Court, Edgehill Drive, Waewick, Warwickshire CV34 6LG Tel: 0844 387 0555 or The Property Ombudsman Ltd, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP (Telephone: (01722) 333306 or e-mail: firstname.lastname@example.org).
6. An external independent Case Examiner of ARLA or The Property Ombudsman will consider your complaint, taking in to account any points made by you and iConn ltd. The Ombudsman may, however, refuse to investigate a complaint where your issue refers to something that happened more than 12 months before you complained in writing to the Member Agency, or you referred your complaint to the Ombudsman more than six months after you received the Member Agency's final response.
7. ARLA and The Ombudsman's Office may try to settle the dispute by agreement between you and iConn Ltd. If this is unsuccessful, ARLA and the Ombudsman will consider all the relevant factors and make a decision according to what they believe to be fair.
ARLA and The Ombudsman will send their final decision to you and iConn Ltd. Your legal rights will not be affected.
"iConn have managed our two City Centre flats for the past few years and have always found suitable tenants, who have been in a position to move in the day after the previous tenants have vacated. This has proved to be invaluable and we would thoroughly recommend their services. In particular both Vicky and Sam have been fantastic!"