ARCO Consumer Code

The ARCO Consumer Code was launched in 2015, setting high standards and providing the benchmark for good practice within the Integrated Retirement Community sector. The Code applies to Integrated Retirement Communities in the UK that have been registered with ARCO, including ARCO Approved Operators, as well as Provisional and Prospective Members of ARCO.
 

The Consumer Code builds upon UK consumer law and guidance and is informed by regular assessments of ARCO Members and by external developments, such as the Law Commission for England and Wales’ work on event fees in retirement properties.

 

Now an Approved Code

The ARCO Consumer Code is fully approved by the Chartered Trading Standards Institute under the Approved Code Scheme. This external recognition confirms the quality and integrity of our Code and the high standards ARCO members commit to uphold.

 

What CTSI Approval Means

• Independent recognition that the ARCO Consumer Code meets rigorous criteria for consumer protection.
• Helping to ensure that consumers benefit from transparent practices, clear information, and access to independent dispute resolution via The Property Ombudsman.
• Members may now display the CTSI "Approved Code" logo to demonstrate their commitment.

Learn more about this 

What does the Consumer Code mean for Integrated Retirement Community Operators, Customers and Residents?

The Consumer Code’s key principles are transparency and fairness: older people should be able to make a fully informed choice to move into an Integrated Retirement Community and be treated fairly by the operator.  

ARCO Members agree to ensure that prospective residents are given clear and transparent information about fees and service charges well before they decide to move in. They must also maintain core levels of services in their Integrated Retirement Communities and have a fair and consultative relationship with residents. 

 

How do we ensure standards are met?

The Code is supported by a robust Standards and Compliance Framework.

External assessors conduct independent reviews of services against the Consumer Code on ARCO’s behalf. These assessors monitor ARCO Members’ compliance with the Code, and ARCO will take action as necessary when standards are not met.

Please read the FAQs or email consumercode@arcouk.org for more information.

 

What do I do if I have a complaint?

Customers or residents wishing to make a complaint about an ARCO Member can find more information here.
 

 

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