1. If you have a complaint, in the first instance, please discuss this with a member of the residence team and/or the General Manager. They will try their best to resolve the matter swiftly for you.
Please let us know as soon as possible and within one month of the event, or lack of action, about which you are complaining. If your complaint cannot be resolved immediately, it will usually be acknowledged within 48 hours (excluding weekends and public holidays) and responded to fully within five working days of the receipt of the complaint. If circumstances mean a full response is likely to take longer, we will inform you and keep you informed of the process.
2. If you feel that the General Manager has not dealt with the complaint satisfactorily, or the complaint is actually about the member of staff involved, or if you feel that the complaint warrants further investigation you may request that the complaint is escalated to the Head of Operations. The complaint will be passed to the relevant Head of Operations who will determine whether a manager for the area in which your complaint falls should deal with the complaint or whether a member of the management team should more appropriately investigate the complaint.
Please include any previous communications so that the Head of Operations can fully understand the complaint and response to date. The Head of Operations will acknowledge receipt of your complaint within 48 hours (excluding weekends and public holidays) and you will receive a full response within 10 working days.
3. If you are still not satisfied with the response from the Head of Operations, then you may appeal to the Operations Director for your complaint to be taken to Review. Complaints can be taken to Review if, once a final decision on the complaint has been given to you, you believe that it has not been handled fairly or in accordance with this procedure. You must request a review by emailing the Operations Director within 10 working days of you receiving the complaint response. You will need to state why you are unsatisfied with the outcome and include copies of all correspondence exchanged regarding the complaint. The Operations Director will then review the case based on the documentation provided and will notify you of their decision within 10 working days. We will make every effort to follow the time limits set out in our procedure. However, where, for good reason, this is not possible we will keep you informed of progress.
It is important that the process outlined above is adhered to, to ensure that we are able to effectively resolve any complaints you may have.