Complaints Procedure

We want all landlords, tenants, and letting agents to have confidence in the professionalism of AIIC members. If you are unhappy with the service provided by an AIIC member, please follow the steps below.

Step 1 – Speak to the Letting Agent (if applicable)

If the inventory clerk was instructed by a letting agent, please contact the agent and ask them to review the issue and help resolve the matter.

Step 2 – Speak to the Company/Clerk

Raise your concern directly with the inventory company/clerk who carried out the work. Most issues can be resolved quickly through open discussion.

Step 3 – Contact the AIIC

If you are unable to resolve the issue after completing steps 1 and 2, you may contact us. Please email centraloffice@theaiic.co.uk with:

• Your name and contact details
• The name of the clerk (and agent, if relevant)
• A summary of the issue and what steps you have taken so far
• Copies of any supporting documents or reports

What the AIIC Can Do

The AIIC is a membership organisation, not a regulatory body. However, we take complaints seriously.

• We will review your complaint in line with our Code of Practice.
• We may contact the member for their response.
• If a member is found to have breached AIIC standards, we may require further training, issue formal warnings, or suspend or remove their membership.

While we cannot enforce financial compensation, we will take action to maintain high professional standards across our membership.

• Where appropriate, the AIIC may contact the member for their response.
• Complaints will be considered in line with our Code of Practice and membership requirements.
• While the AIIC cannot compel financial redress or enforce legal remedies, we can take action where members are found to have breached our standards. This may include additional training requirements, warnings, suspension, or removal from membership.