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Complaints procedure

The Student Living Complaints Procedure is not intended to deal with initial maintenance requests. If you need to report a maintenance problem please use the online reporting facility at https://brunel-prod.planoncloud.com

If you wish to make a complaint regarding any aspect of your experience with Student Living, it will be processed in line with the Student Living Complaints Procedure

 Stage 1: Early Resolution: Your complaint can be submitted to Student Living Services by completing the complaints form at https://forms.office.com/r/tPWBBJWET5 which will be acknowledged within 2 working days. Depending on the content of your complaint it may be escalated to the Head of Student Living or their representative. 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 Student Living or their representative. 

Stage 2: If you are dissatisfied with the resolution at Stage 1 students can email the Student-Complaints complaints department to escalate further by emailing Student-Complaints@brunel.ac.uk. Formal investigation and consideration by the Students Complaints Officer will then take place. Concerns which are raised under the University’s Student Complaints Procedure over 3 months after the incident occurred, may be deemed to be out of time and not be dealt with under the Procedure. If your complaint is about something that does not fall within the scope of the Student Living Complaints Procedure, you will be informed accordingly and your complaint may be referred to a different University procedure.  

You may also wish to contact the University Mediation Service if you feel it would be helpful to speak to an independent mediator about your complaint.

NOTE: At any stage of the complaint’s procedure and where appropriate, a complaint may be referred by the Head of Student Living or their representative to one of the University's impartial mediators.

You should refer to the full version of the Student complaints procedure before submitting your complaint.