Feedback & Complaints

Adlington Retirement Living (ARL) Complaints Procedure

Adlington Retirement Living (ARL) are committed to providing a professional Sales and Marketing service to all our customers. We welcome all forms of feedback from customers and view complaints as an opportunity to learn and improve for the future.

This is a dedicated customer complaints procedure for issues that do not include the management of our developments or any defects within an apartment. We have separate complaints procedures for each of these complaints, and procedures are provided to new homeowners via Adlington Management Services (AMS).

If your complaint is related to a sales issue, please raise any concerns initially with the sales team. They may be able to resolve your concerns there and then.

If your complaint cannot be resolved by the sales team please put this in writing (letter or email) to ARL, who will acknowledge and respond in line with the timeframes and stages set out below.

Please be assured, we will not treat you any differently if you choose to make a complaint.

Stage 1 – Your complaint

Please put your complaint in writing either by email to complaints@adlington.co.uk or by post at the address below. Please provide as much detail as possible, including dates, names of any members of our team you dealt with, and where you can enclose/ attach any supporting evidence:

Complaints,
Senior Sales Operations Manager,
Adlington Retirement Living,
Adlington House,
Alexandria Way,
Congleton,
CW12 1LB

Stage 2 – Acknowledgement

Your complaint will be acknowledged, and ARL will start the complaints process within three working days of receiving your complaint.

Stage 3 – Investigation

Your complaint will be investigated and the Senior Sales Operations Manager, a representative from ARL, will provide a formal written response, addressing your specific complaints and proposing resolutions, where appropriate. You will receive this response within 15 working days of ARL being informed about your complaint.

Stage 4 – Final viewpoint

If you remain dissatisfied, please let us know and we will refer your complaint to the Managing Director of ARL, who will undertake a separate review.

This response will set out our final decision on the matter. You will receive this response within 15 working days of referral to the Managing Director.

Stage 5 – The Property Ombudsman

If ARL’s final viewpoint letter does not resolve matters (or more than eight weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. You must refer your complaint to the Ombudsman within 12-months of receiving ARL’s final viewpoint letter.

We will co-operate fully with The Property Ombudsman during any investigation and comply fully with The Property Ombudsman’s final decision, which will be binding on us.

The Property Ombudsman:
Milford House,
43-55 Milford Street,
Salisbury,
SP1 2BP

Telephone: 01722 333306

Email: admin@tpos.co.uk 

Website: www.tpos.co.uk

The Associated Retirement Community Operators (ARCO)

As an ARCO “Approved Operator”, we always seek to comply with the ARCO Consumer Code (see www.arcouk.org ). ARCO does not have a complaint handling function but has nominated The Property Ombudsman as its Alternative Dispute Resolution (ADR) provider. Where we are unable to resolve satisfactorily any complaint from you about compliance with the ARCO Consumer Code, you may also refer this to The Property Ombudsman.

Complaints in relation to personal data

We take your privacy seriously.  We’ll only use your information for the purpose it is held. We will follow the same internal complaint handling process as set out above.

If you have a complaint regarding any aspect of your personal data, please write to us complaints@adlington.co.uk or by letter to Customer Complaints, Sales Operations Manager, Adlington House, Alexandria Way, Congleton, Cheshire, CW12 1LB.

If you are not satisfied with the outcome of your complaint, you may write to the Information Commissioner’s Office at: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF.  You can also contact the Information Commissioner’s Office by visiting their website www.ico.org.uk.

To opt out of future communications please call 01260 288900 or email your name and address to unsubscribe@adlington.co.uk.

Adlington Management Services (AMS) Complaints Procedure

Adlington Management Services (AMS) are committed to providing a professional service to all homeowners. If things go wrong, please tell us about them. We welcome all forms of feedback from customers and view complaints as an opportunity to learn and improve for the future.

Please raise any concerns initially with the General Manager. He or she may be able to resolve your concerns there and then.

If you have a complaint, and this cannot be resolved by the General Manager please put this in writing (letter or email) to AMS, who will acknowledge and respond in line with the timescales and stages set out below. Please be reassured that we will not treat you any differently if you make a complaint.

Stage 1 – Your complaint

Please put your complaint in writing either by letter or email and address it to the Administration Coordinator. Please provide as much detail as possible, including dates, names of any members of the team you dealt with, and where you can enclose/ attach any supporting evidence, addressed to:

managementservices@adlington.co.uk

Adlington Management Services Ltd., Adlington House, Alexandria Way, Congleton, CW12 1LB

Stage 2 – Acknowledgement

Your complaint will be acknowledged and AMS will start the complaints process within three working days of receiving your complaint.

Stage 3 – Investigation

Your complaint will be investigated and the Operations Manager will provide a formal written response, addressing your specific complaints and proposing resolutions, where appropriate. You will receive this response within 15 working days of AMS being informed about your complaint.

Stage 4 – Final viewpoint

If you remain dissatisfied, please let us know and we will refer your complaint to the Managing Director of AMS, who will undertake a separate review. This response will set out our final decision. You will receive this response within 15 working days of referral to the Managing Director.

Stage 5 – The Property Ombudsman

If AMS’s final viewpoint letter does not resolve matters (or more than eight weeks has elapsed since the complaint was first made) you can request an independent review from The Property Ombudsman without charge. You must refer your complaint to the Ombudsman within 12-months of receiving AMS’s final viewpoint letter.

We will co-operate fully with The Property Ombudsman during any investigation and comply fully with The Property Ombudsman’s final decision, which will be binding on us.

The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, SP1 2BP

Telephone: 01722 333306

Email: admin@tpos.co.uk

Website: tpos.co.uk

Complaints in relation to leasehold management

Certain complaints, in relation to leasehold management, may also be referred to the Residential Property First-tier Tribunal. We will provide you with contact details for the relevant office where your complaint appears to fall within the remit of the tribunal.

The Associated Retirement Community Operators (ARCO)

As an ARCO “Approved Operator”, we always seek to comply with the ARCO Consumer Code (see www.arcouk.org ). ARCO does not have a complaint handling function but has nominated The Property Ombudsman as its Alternative Dispute Resolution (ADR) provider. Where we are unable to resolve satisfactorily any complaint from you about compliance with the ARCO Consumer Code, you may also refer this to The Property Ombudsman.

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