The Warehouse Students Team is delighted you chose us as your home away from home. We are dedicated to delivering a high-quality service and to always acting in good faith, but we know that from time to time there may be something that’s not quite right.
We take complaints extremely seriously and will always go the extra mile to rectify any problems that are brought to our attention.
If you have decided to make a complaint, it can be submitted by visiting the Warehouse Team in reception or reaching us by phone, or by contacting us in writing via letter or email.
We encourage you to submit your complaint as soon as possible so we can rectify the issue for you in a timely manner. If this is not possible, we request that a complaint is raised with us within 4 weeks of the situation arising.
In exceptional circumstances, you may be able to submit a complaint after this time if you are able to explain why you were not able to meet our given timeframe.
Be sure to include the following in the complaint you submit:
Anyone who experiences our services is eligible to submit a complaint to us. This usually includes:
We encourage the complainant to contact us directly, but a complaint can be made on your behalf.
For us to action this complaint, we would need to receive your clear written authority to liaise with your representative regarding said complaint.
We are committed to making your stay at Warehouse Students enjoyable, so the first stage of your complaint will be managed by your site team.
Details of your complaint, including the information requested above, can be submitted by visiting the Warehouse Team in reception or reaching us by phone, or by contacting us in writing via letter or email.
This might be resolved by an apology, with full details of how immediate action will be taken to resolve the issue. Sometimes we might need a bit more time, and so we commit to providing a response within five working days unless there are exceptional circumstances.
Complaints that have not been resolved in stage one will be moved to stage two. This will be escalated to higher management. Please ensure you include the following information:
This can be submitted via email to: email@example.com. Alternatively, you can write to us at:
Warehouse Students Management Office
102 Fenay Bridge Road
Your complaint will be acknowledged in three working days with details of which member of higher management will deal with your complaint.
As well as committing to understanding where we went wrong, we commit to giving you a full response to your complaint in writing within 20 working days, unless in exceptional circumstances where we will provide a timescale.
Stage three of our complaints procedure must only be used if you feel that we have failed to follow our outlined commitments for stages one and two, or we have still not corrected a failure.
At this stage, the full details of your complaint will be reviewed by two members of senior management. You may be asked to present your complaint to us in person or via video chat.
We commit to responding to complaints in the final stage (stage three) of the procedure within ten working days.
We are committed to resolving your complaint at the earliest opportunity, but if by the end of the third stage of our complaints process, you are still unhappy with our service and believe we are in breach of the ANUK Code of Standards, you can make a complaint in writing to:
The National Codes Administrator
c/o Unipol Student Homes
155-157 Woodhouse Lane
Or email: firstname.lastname@example.org