Steps to resolving retirement village disputes

Make a complaint

We understand that sometimes disputes are not suitable for mediation or a tribunal hearing, or that you may want to stay anonymous. Another option available is to make a complaint.

We will give you advice about where to get help if we cannot help you with your complaint.

When making a complaint, you should:

  • remain as calm as possible
  • provide complete and factual information as soon as you can
  • avoid making frivolous complaints, or using deliberately false or misleading information.

Lodging a complaint can result in legal action if we suspect there has been a breach in legislation. It is important to know that you may be asked to assist us during this process (e.g. as a witness).

You will need to have your information about what has happened ready for when you make your complaint.

How will my complaint be handled?

If you make a complaint:

  • it will be treated seriously and we will investigate it promptly
  • we will handle your complaint in a way that is culturally appropriate and respond to any special needs you may have
  • we will deal with your complaint according to the seriousness, frequency and consequences of the complaint
  • confidentiality will be observed as far as possible
  • you will be given timely feedback about your complaint.

Anonymous complaints

We accept anonymous complaints but we may find it difficult to thoroughly assess or respond to the complaint if there is not enough detail. If we do not have enough information it is possible that we may not assess your complaint.

In this guide:

  1. Try to resolve it together first
  2. Try mediation
  3. Tribunal hearing
  4. Make a complaint

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