Complaints procedure

Complaints

Version: July 2025

At Retirement Villages, we are committed to providing excellent service and creating an enjoyable and safe environment for all our Residents. However, we recognise that things can sometimes go wrong, and we welcome feedback of all kinds—including complaints—as an opportunity to learn and improve.

We encourage our Residents, their families and representatives to speak openly and honestly about their experience with us. All expressions of dissatisfaction, however made, will be logged and responded to.

We will, where appropriate, make reasonable adjustments for those who may be disadvantaged due to age, infirmity, disability, lack of knowledge, economic circumstances, bereavement, or not having English as a first language.

Who can complain? 

Anyone who is, or is seeking to become, a Resident in one of our villages, as well as their relatives or authorised representatives, can raise a complaint. We will treat all complaints equally and with respect, regardless of how they are raised or by whom.

We ask that complaints are raised as soon as possible, to ensure a timely investigation and resolution.

How to make a complaint

You can make a complaint:

• In person to a member of the Village Team, including the General Manager of the specific Village the complaint relates to.
• By phone to the Village General Manager or to our Head Office at 0330 460 9750
• By emailing: info@retirementvillages.co.uk
• By completing a complaint form available at the Village reception or online at www.retirementvillages.co.uk/contact-us
• By letter to the Village General Manager or to our Head Office: Retirement Villages Group, Floor 2, 52 Grosvenor Gardens, London SW1W 0AU

We will record all complaints, including those made verbally. If you raise a complaint verbally, we will make a written note and confirm it with you before proceeding.

Stage one- Village review

How to make a complaint

Please contact using any of the methods above.

We will

• Acknowledge your complaint within 3 working days and provide a copy of this procedure.
• Investigate your complaint thoroughly
• Provide a written response within a further 15 working days

If we need additional time to investigate, we will explain why and agree a new deadline with you.

Stage Two- Senior review and final decision

If you are not satisfied with the Stage One response, please let us know. A senior member of Retirement Villages Group, who has not been involved in the matter previously, will carry out a full review of your complaint and the response provided so far.

If appropriate, and with your agreement, we may arrange a problem-solving meeting with you.

You will receive a final written decision within 15 working days of escalation. If more time is required, we will explain the reasons and agree a revised timescale.

We will always provide this final decision within 40 working days (56 calendar days) of first receiving your complaint, unless we have agreed an alternative deadline

If you are still not satisfied

If you remain dissatisfied with our final decision, or if we fail to respond within the agreed timeframe, you may refer your complaint to:

The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
📞 01722 333306
🌐 www.tpos.co.uk
📧 admin@tpos.co.uk
📝 https://selfserve.tpos.co.uk

Important notes:

• Retirement Villages will co-operate fully with the Ombudsman during any investigation and comply fully with the Ombudsman's final decision, which will be binding on us
• You should normally refer your complaint to the Ombudsman within 12 months of our final decision and include any supporting evidence.
• The Property Ombudsman will only consider complaints once they have been raised through our in-house complaints procedure (unless we fail to issue a final response within the required timescale)

Complaints under the ARCO customer code

As an 'ARCO Approved Operator', we seek at all times to comply with the ARCO Consumer Code (see www.arcouk.org). ARCO itself 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.

We will co-operate fully with any Ombudsman investigation and comply with their final decision, which is binding on us.

Complaints relating to rents of leasehold management

Certain complaints relating to rents or leasehold management may be appropriate for the First-tier Tribunal (Property Chamber). If we believe this applies, we will let you know and provide the necessary contact details.

Additional information and contacts

If the issue you have encountered is sensitive in nature, or you do not wish to raise it with the Village Manager, please contact:

Portfolio Director
Retirement Villages Group
Floor 2, 52 Grosvenor Gardens, London SW1W 0AU
📞 0330 460 9750
📧 info@retirementvillages.co.uk
🌐 www.retirementvillages.co.uk/contact-us

(We recommend that a dedicated email address such as feedback@retirementvillages.co.uk be established for this purpose.)

On our website’s Contact Us page, we encourage the addition of further options such as “Offer Feedback” and “Make a Complaint”.

What this procedure does not cover

We cannot handle complaints concerning:

• Residents’ Association Committee decisions
• Care services (these have their own complaint procedures)
• Incidents that took place more than 12 months ago (unless newly discovered)
• Matters subject to legal proceedings or tribunals
• Insurance claims

Delays or sensitive cases

If there is any unavoidable delay (e.g. due to staff sickness or absence), we will let you know and agree a revised deadline.

Where regulatory bodies such as the Care Quality Commission or police are involved, we may not be able to respond until those investigations conclude.

Last updated: July 2025
This version supersedes all previous versions, which should no longer be used or distributed.