Complaints Procedure

If you wish to make a comment regarding Accommodation Services please contact the Accommodation Service Team in writing by email or post to Brunel University London, Accommodation Services, Uxbridge, Middlesex, UB8 3PH.

If you wish to make a complaint regarding Accommodation Services1 it will be processed in line with the University’s Student Complaints Procedure. The University’s Student Complaints Procedure and guidance notes can be accessed at A summary of the three stages can be seen below:

Stage 1:   Early Resolution - Your complaint can be put in writing to Accommodation Services by email and will be responded to within 2 working days. Depending on the content of your complaint it may be escalated to the Head of Accommodation. In such circumstances you will receive a response within 4 working days. You will be advised by email if your complaint is escalated to the Head of Accommodation.

Stage 2:  If your complaint remains unresolved at Stage 1 students must complete a Complaint Action Form within 3 months of the incident complained about. Formal investigation and consideration by the Students Complaints Officer will then take place.

Stage 3: If you continue to be dissatisfied with the outcome of Stage 2 students may, under certain circumstances, request a review by the Chief Operating Officer. This must be within 14 days of the date of the letter of outcome to Stage 2.

Students should refer to the full version of the Student complaints procedure at before submitting their complaint.

Students may also wish to contact the University Mediation Service if they feel it would be helpful to speak to an independent mediator about their complaint. Further information about mediation is available at

If you wish to make a complaint about the services in your hall of residence2:

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 all complaints at stage 2. However, if you are dissatisfied with the outcome you should write to the Residential Services Office, Mill Hall, Brunel University, Uxbridge, Middlesex, UB8 2TL or email 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 you continue to be dissatisfied with the outcomes of stages 2 or 3 and wish to pursue the matter, you should write to the Director of Residential Services, Residential Services Office, Mill Hall, Uxbridge, Middlesex, UB8 2TL who will investigate your complaint further and reply to you with a decision.

Stage 5:   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.

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 representative to one of the University’s impartial mediators.


1. Accommodation Services include: Allocating accommodation to students seeking to live on campus; sending out information and offers of accommodation to students and preparing students’ Licence Agreements; ensuring 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: The day-to-day management of the residential areas; if you need help with any of the following please contact staff in the halls and Residences Office regarding: maintenance requests, general housekeeping issues, problems which are affecting your quality of life as a resident in University accommodation (e.g. noise disturbances).

Page last updated: Thursday 01 October 2015