Complaints Procedure

Document Information

Organisation: Curzon Point Limited

Policy owner: Site Management Team

Applies to: Current residents, former residents, applicants, guarantors and authorised representatives

Contact details:

• Email: curzonpoint@studentbase.co.uk
• Telephone: 01707 471065
• Emergency line: 07360 503460
• In person: Reception or site office

1. Purpose

We are committed to providing a high standard of accommodation and service. We welcome feedback and aim to resolve complaints promptly, fairly and transparently.

This procedure is designed to be clear, accessible and easy to use. Residents should feel able to raise concerns without fear of disadvantage.

We are members of the ANUK/Unipol National Code and are committed to meeting the standards set out within it. Complaints are an important part of how we monitor compliance and improve our services.

2. Scope of This Procedure

This procedure applies to complaints from:

• Current residents
• Former residents
• Applicants
• Guarantors
• Authorised representatives

It covers all aspects of the services we provide, including accommodation standards, management, repairs, safety, communication and staff conduct.

3. What is a Complaint?

A complaint is any expression of dissatisfaction about:

• Our services or facilities
• Staff or contractors
• Communication or administration
• Repairs or maintenance
• Housekeeping
• Safety, welfare or security
• Any other aspect of your accommodation experience

A first request for a service (for example, reporting a repair) will normally be treated as a service request. However, if you are dissatisfied with how it has been handled, it will be treated as a complaint.

4. Accessibility and Support

We are committed to ensuring this procedure is accessible to all residents.

• Complaints can be made in multiple formats (email, phone, in person, in writing)
• We will make reasonable adjustments where required
• You may be supported by a friend, family member or representative (with your consent)
• Information can be provided in alternative formats on request

5. How to Make a Complaint

You can make a complaint in the following ways:

• By email
• By telephone
• In person to a member of the site team
• In writing (post) — download complaint form (PDF)

Please provide:

• Your name and room number
• Your contact details
• A clear description of the issue
• The outcome you are seeking

You do not need to use the word "complaint" for us to take action.

You can also submit a complaint using our online form:

6. Our Complaints Process

We aim to resolve complaints as quickly as possible and at the earliest appropriate stage. Where appropriate, we will seek to resolve issues informally before progressing to a formal complaint.

Stage 1 — Initial Investigation

We will:

• Acknowledge your complaint (usually by email or your preferred contact method)
• Investigate the issues raised
• Speak with relevant staff or contractors
• Provide a written response

Timescales:

• Acknowledgement within 5 working days
• Full response within 10 working days (where possible)

Stage 2 — Independent Review

If you remain dissatisfied, you may request a Stage 2 review.

This will be carried out by a senior member of staff who has not been involved in the original investigation, ensuring an independent and impartial review.

To request a Stage 2 review, please contact us using the details above and clearly explain why you remain dissatisfied with the Stage 1 response.

Timescale:

• Final response within 20 working days (where possible)

Where a complaint is complex or requires further investigation, we will:

• Explain the reasons for any delay
• Provide an updated timeframe
• Keep you informed of progress

All formal responses will clearly set out:

• The complaint investigated
• The findings and decision
• The reasons for the decision
• Any actions taken or proposed

Responses can be provided in alternative formats upon request.

7. Urgent Issues and Safeguarding

Urgent health, safety or security concerns must be reported immediately using the emergency contact number.

In an emergency (fire, serious injury, crime or immediate danger), call 999 first.

You may submit a complaint afterwards if you are dissatisfied with how the situation was handled.

8. After Our Final Response (External Escalation)

If you remain dissatisfied after Stage 2, you may seek an independent review.

Curzon Point Limited is a member of the ANUK/Unipol National Code, a voluntary scheme. As members, we are committed to meeting the standards set out in their Code.

If you have raised a complaint directly with us and the breach of the Code has not been resolved to your satisfaction, you may submit a complaint to the National Code.

Before doing so, you should review the FAQs to confirm your complaint meets their criteria:

The National Code's Complaints Investigator will:

• Assess whether your complaint falls within the scope of the Code
• Review the information provided
• Respond with appropriate guidance

You can expect:

• A response within two weeks, and
• Any breach of the Code to be resolved within four weeks of being reported in writing

Further details can be found here:

9. Fairness and Non-Retaliation

We will not treat any resident unfairly or differently because they have made a complaint.

All complaints will be handled:

• Objectively
• Consistently
• Without bias

10. Confidentiality and Data Protection

We will handle complaints in accordance with data protection legislation.

• Information will only be shared where necessary to investigate the complaint
• Personal data will be handled securely
• Records will be retained for a reasonable period in line with our data retention policies

11. Learning and Continuous Improvement

We are committed to learning from complaints.

We will:

• Maintain records of complaints and outcomes
• Monitor trends and recurring issues
• Use this information to improve services, policies and staff training