Help & Guides
General
ABC+ Warranty Consumer Code for New Homes
Ark Insurance Group
Association of Residential Managing Agents (ARMA)
Aviation (Flights)
Benenden Health
British Holiday & Home Parks Association
Build-Zone Structural Warranty Policies
Cars (The Good Garage Scheme)
Cavity Wall Installation (CIGA & IAA)
Consumer Code for Home Builders Independent Dispute Resolution
Consumer Code for New Homes
Domain Name (Nominet)
Education (ICASO)
Gambling
Homes England
ICW Consumer Code for New Homes
Institute Of Residential Property Management (IRPM)
Jewellers
Lotteries
NAFD Resolve
National Custom & Self Build Association (NaCSBA)
Package Holidays
Postal Redress (POSTRS)
Private Healthcare Mediation
Regulator of Social Housing
Renewables
Solicitors
Storage
Surveyors (RICS)
Telecoms (CISAS)
The Glazing Arbitration Scheme
Water Redress (WATRS)
Westerleigh Group
Frequently asked questions
Useful documentation
How we can help you make a complaint
How we can help you make a complaint
How do I apply to use the Scheme?
Complete the online application form by clicking 'new case' in the menu bar.
If you require any special assistance with your application, you can contact CEDR and reasonable adjustments will be made in line with the CEDR reasonable adjustments policy, which can be found on the CEDR website.
What should I include in my application?
- A description of the precise issues that form the nature of your complaint about the IRPM member;
- A description of the precise conduct by the IRPM member that you believe to be a breach of the IRPM’s Code of Conduct;
- Any supporting documents on which you wish to rely.
When can a complaint be brought to the Scheme?
As long as you have a complaint against an IRPM member, where you are alleging that the individual has breached IRPM’s Code of Conduct, you can bring the case to CEDR.
What types of complaint are not suitable for the Scheme?
- Where your complaint is not about an IRPM member breaching the IRPM’s Code of Conduct;
- Where the most recent alleged incident to which your complaint relates happened more than 24 months ago; unless TPI gives CEDR express written instructions to accept the complaint on the scheme (this time limit does not apply if the complaint relates to a criminal offence);
- For an IRPM member that has recently been granted membership status by IRPM, the most recent alleged incident to which the complaint relates occurred prior to the date on which the IRPM member was granted membership status by IRPM (this does not apply if the complaint relates to a criminal offence);
- Where the complaint would be more appropriately dealt with in accordance with the Association of Residential Managing Agents (ARMA – now part of the Property Institute) Complaints Guidance (please visit ARMA for further information below);
- Complaints that are frivolous and/or vexatious;
- Where dealing with your complaint would seriously impair the effective operation of CEDR.
The outcome
The outcome
Who will decide the outcome of my complaint?
The adjudication will be undertaken by an independent adjudicator appointed by CEDR from its Adjudication Panel.
The appointed adjudicator will make a decision on the complaint by considering the information received from the complainant and from the IRPM member. This decision will be either to make one or more recommendations that the IRPM Complaints Committee (Professional Members) take action in relation to the member or to make no recommendation.
It is the IRPM Complaints Committee (Professional Members) who have final say as to whether the member has to do anything. The adjudicator’s decision is a recommendation only.
Will I see the adjudicator’s decision?
No. The adjudicator’s decision will be sent to the IRPM Complaints Committee (Professional Members) who will consider any recommendations made. It will then be the IRPM Complaints Committee (Professional Members) who will provide a summary of the outcome of the complaint. It is this outcome that will be sent to you.
What recommendations can the adjudicator make?
The recommendations the adjudicator can make are limited to:
- A letter of apology;
- Training to be undertaken by the IRPM member;
- That the member is suspended from IRPM for a specified period of time;
- That the member is expelled from IRPM.
Please note that the adjudicator’s role is to decide whether or not the member has breached IRPM’s Code of Conduct, and if so, whether it is appropriate to recommend disciplinary action.
The adjudicator cannot recommend that you receive any direct remedy such as compensation. Further, the adjudicator cannot reconsider any decision made by an Ombudsman, the Court, or other dispute resolution procedure.
What can the adjudicator not do?
The adjudicator cannot recommend that you receive any direct remedy such as compensation. Further, the adjudicator cannot reconsider any decision made by an Ombudsman, the Court, or other dispute resolution procedure.
What are the possible outcomes of my complaint?
It will be the IRPM Complaints Committee (Professional Members) who have final say on the outcome of your complaint. They will consider the recommendations of the adjudicator and decide whether or not to implement any of the following actions:
- A letter of apology;
- Training to be undertaken by the IRPM member;
- That the member is suspended from IRPM for a specified period of time;
- That the member is expelled from IRPM.
The IRPM Complaints Committee (Professional Members) may decide to implement more or fewer recommendations than the adjudicator has made.
Are you a business?
CEDR can provide dispute resolution services for business in most sectors.
- Fast, and cost effective solutions
- Provided at a sustainable cost