Complaints procedure

If you have any comments regarding an Accommodation Office service please complete our online feedback form or contact us by email or by post.

If you wish to make a complaint about an Accommodation Office service ¹ :

Stage 2: If the complaint remains unresolved at stage 1 you should write to the Accommodation Office or send an email. Your complaint will be responded to within two working days. If further investigation is required you will be informed of this in the Accommodation Office's initial response.

Stage 3: If you are dissatisfied at Stage 2 you should write to the Head of Accommodation. Your complaint will be responded to within four working days.

Stage 4: We aim to resolve complaints at Stage 2 or 3. However, if you are dissatisfied with the outcome of Stage 2 or 3 and wish to pursue the matter, you should write to the Director of RCCS, RCCS Offices, Brunel University, Bishop Hall, UB8 3PH, who will investigate your complaint further and reply to you with a decision.

Stage 5: In the unlikely event that we have been unable to reach an agreement at stage 4, residents should follow the University Complaints Procedure - Non Academic Matters, details of which can be found in your Student Handbook.

If you wish to make a complaint about the services in your hall of residence ² :

Stage 1: Residents are advised to contact a member of staff in their Residences Office to discuss their complaint and resolve it informally at the earliest opportunity. However, if this has not been successful please see stage 2.

Stage 2: Bring your complaint to the attention of your Operations Manager formally who will investigate your complaint and respond in writing.

Stage 3: We aim to resolve complaints at Stage 2. However, if you are dissatisfied with the outcome you should write to the RCCS Offices, Bishop Hall, Brunel University, UB8 3PH or email Residences comments. Your complaint will be investigated by a senior member of the Residences Team with your Operations Manager and you will receive a written reply advising you of the outcome.

Stage 4: If in the unlikely event that we have been unable to reach an agreement, residents should follow the University Complaints Procedure - Non Academic Matters, details can be found in your Student Handbook.

Notes

^1. Accommodation Services include: allocating accommodation to students seeking to live on campus in the Residences at Uxbridge. The Accommodation Office send out information and offers of accommodation to students and prepares students' Tenancy Agreements. Ensures that all residents are invoiced correctly for their accommodation fees via the Finance Office, organising deposits and notifying students of payment dates.

^2. Residences Services include: Staff in the Halls and Residences Offices are responsible for the day-to-day management of their residential areas. In particular if you need help with any of the following please contact them regarding maintenance requests; general housekeeping issues; problems which are affecting your quality of life as a resident in University accommodation, e.g. noise disturbances.

At any stage of the complaints procedure and where appropriate, a complaint may be referred by the Head of Accommodation or the Head of Residences or their representitives to one of the University's impartial mediators.