We aim to provide our customers with great customer service and facilities that meet their needs. However, if you we fall short of this and customers have any concerns about the quality of service, or facilities we provide we would like to hear these and do what we can to help wherever possible.
Complaints must be made directly from the resident and not by a third party.
It is important that you include all relevant information related to your complaint, for example:
- Your full name and student number
- What the complaint is about
- When the issue happened
- Any supporting evidence
How to Submit a Complaint
Complaints and Tenancy Appeals should be made as early as possible as lengthy delays may limit the way in which we can investigate your complaint or our ability to put things right. The University will not normally consider complaints more than 3 months after the event giving rise to when the complaint first arose.
Complaints must be submitted in the following way:
Stage 1 (Early resolution/initial complaint)
The majority of complaints can be resolved in the early resolution stages. Complaints can be made in writing, by email to email@example.com
We aim to resolve the complaint within 14 business days.
Stage 2 (Tenancy Appeal & Formal complaint)
If your complaint has not been resolved within the above timeframe, or you are unhappy with the outcome reached and wish to appeal this, please submit your formal complaint/tenancy appeal via the online form.
We aim to resolve your complaint within 28 business days. However, the effectiveness of the investigation procedure relies on the appropriate evidence being made available from the parties involved. For this reason, we ask that you provide comprehensive and clear information and evidence at the outset.
Students are required to continue to pay their accommodation fees, during an appeal/complaint investigation, in line with your agreed tenancy dates. Failure to do so may risk the account being passed to debt collection which could result in additional charges.
If your appeal or complaint is upheld, then you will be refunded in full for the agreed period.