Adlington Retirement Living (ARL) Complaints Procedure

Adlington Retirement Living (ARL) are committed to providing a professional Sales & 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.

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

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

If you wish to make a formal complaint, you can do this by using our formal complaints procedure set out below. We have a four-stage process to ensure that your complaint is dealt with quickly and effectively.

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 by the Senior Sales Operations Manager, a representative from ARL who 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 ARL receiving your request to refer this to the Managing Director.

Should you disagree with the final decision of ARL at stage 4 of this complaints process, you may be able to refer the complaint for further consideration by The Property Ombudsman

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

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

Telephone: 01722 333306

Email: tpos.co.uk

http://www.ombudsman-services.org

admin@tpos.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 Executive Assistant. 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’ 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’ final viewpoint letter.

We will co-operate fully with the Ombudsman Service during any investigation and comply fully with the 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

Website: tpos.co.uk

Email: admin@tpos.co.uk

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