Complaint Procedure

Introduction

This document sets out how we proceed with a complaint. If the complaint refers to Allocations or Termination of Tenancy, please refer to these Policies in the first instance.

Our Commitment

• We have a strong customer focus and pride ourselves on our high level of customer service at all times
• We will strive to resolve any issues but should an issue prompt complaint, it will be dealt with courteously and efficiently
• We have a positive approach to complaints and welcome any opportunity to develop our current processes and service
• We will respond quickly and make every effort to provide satisfactory solution to all parties
• We will continuously reassess working practices to ensure we are providing the very best service we can
• We will abide by the code of standards as set out by ANUK/Unipol National Code, of which we are a full member

What is a complaint?

A complaint is made when you are not happy with a service we have provided.

What is the process for the dealing with complaints?

Acknowledgement and Response Times
We will acknowledge all complaints within 3 working days of receipt and provide a substantive written response within 10 working days. Where a complaint is complex and requires further investigation, we will write to you within those 10 working days explaining why more time is needed and providing an anticipated date for our full response. These timeframes apply to complaints made verbally or in writing.

1. Stage 1 – Where possible please make your complaint in person at reception or by telephone. Our staff on site will attempt to investigate and deal with the matter immediately. If you are unhappy with the solutions or explanations given you can escalate your complaint to Stage 2 by letter or email to site within 10 working days of receiving our response.
2. Stage 2 – Your complaint must be in writing. Our staff will pass your communication to a senior member of staff within Gather Students, who will investigate further and provide a written response within 10 working days of receiving your Stage 2 complaint. You must state why you think your complaint has not been treated fairly or correctly in Stage 1.
3. Stage 3 – In the event that you still feel your complaint has not been treated fairly or correctly you can request that your complaint is passed to the Complaint Panel within Gather Students. The Panel will normally notify you of its decision in writing within 10 working days of receiving your request. If more time is required, we will explain the reason and provide an anticipated response date.

If you remain dissatisfied with the final outcome of our complaints procedure, or if you have not received a substantive response within 28 calendar days of first lodging your complaint, you may refer the matter to the ANUK/Unipol National Code Complaints Investigator. You do not need to complete all three internal stages before referring a complaint where the 28-day response period has expired.

Details of the National Code complaints procedure can be found at: https://www.nationalcode.org/for-students/problems-complaints/

Confidential Complaints

Complaints may be raised in confidence in person, by telephone, by email or in writing. All complaints will be handled discreetly, with information shared only where necessary to investigate and resolve the matter. Where a complaint concerns a member of staff, that individual will not participate in considering or deciding the complaint.

Data protection: Access to files

We will allow you to have a reasonable access to personal information we hold (as long as someone has not given us this information in confidence e.g. doctor, social worker, probation officer etc). You can correct your information or record your disagreement with any information we hold. You can apply in person at Agnes Jones House, 1A Catherine Street, Liverpool, L8 7JZ. If you request copies of information you will have to pay a reasonable fee to cover our expenses. We will respond within 40 days.