Consumer Code Complaints Procedure

Renaissance Retirement Limited has signed up and is fully committed to the Consumer Code for Homebuilders (the Code). Further guidance, including a copy of the Code, is available at:

Consumer Code Information

In accordance with the Code PegasusLife has a system and procedures for receiving, handling, and resolving Home Buyers’ service calls and complaints. A summary of PegasusLife’s system and procedures is set out below:

All complaints in connection with the Code are referable to PegasusLife’s Company Secretary in the first instance.

All complaints in connection with the Code should be made in writing, by e-mail and/or by post, and should be addressed to:

Customer Care
PegasusLife
Royal Court
Church Green Close
Kings Worthy
Winchester
SO23 7TW

and/or customercare@pegasuslife.co.uk

All complaints will be acknowledged by the Customer Care Team in writing within 14 days of actual receipt.

Determination of any complaint will depend upon the circumstances and what investigations are required but PegasusLife aims to have a written determination from the Company Secretary to you within 28 days of actual receipt of the complaint.

Where PegasusLife cannot determine a complaint within 28 days of receipt we will confirm in writing what additional time is required before determination and we will discuss this with you.

PegasusLife operates an appeal process to our CEO if complainants are not content with the Company Secretary’s determination in the first instance.

Appeals should be made in writing to:

The Chief Executive Officer
PegasusLife
Royal Court
Church Green Close
Kings Worthy
Winchester
SO23 7TW

and/or customercare@pegasuslife.co.uk

Appeals will be acknowledged in writing by the Chief Executive Officer within 14 days of actual receipt.

A final determination of any appeal will be made by the Chief Executive Officer and communicated to you in writing within 28 days of receipt.

If complainants are not content with the Company Secretary’s determination and the determination on appeal of our Chief Executive Officer the complainant may refer the matter either to:

  • the Independent Dispute Resolution Scheme (where appropriate); and/or
  • to UK trading standards authorities where they believe there has been illegal sales activity; and/or
  • where they believe a civil claim has arisen to the Courts of England and Wales.

Complainants may in any event and at any time (i.e. without the need to refer the matter to our internal complaints process and/or the Independent Dispute Resolution Scheme (where appropriate)) refer the matter to:

trading standards authorities where they believe there has been a breach of consumer protection legislation; and/or to the Courts of England and Wales where they believe a civil claim has arisen.

Further information in this respect is available at the following websites:

http://www.consumercode.co.uk/home-buyers/how-are-complaints-dealt-with/

https://www.gov.uk/find-local-trading-standards-office