Complaints Procedure

Lulworth Student Company is committed to dealing with any complaints received in a responsive and professional manner. Sometimes however things can go wrong. This could have many reasons maybe we haven't done something we should have or there are problems with the property, a person or people you live with or a third-party service. When things go wrong, we prefer to know about it so we can put things right. Please come and talk to us. Any person wishing to raise a complaint should follow the procedure below.

Stage 1:

Please speak to our reception staff. They will take details of your complaint and seek to find a resolution straight away. Sometimes this may be all it takes.

If you are dissatisfied with the response, you received you may then escalate your complaint to stage two.

Stage 2:

Your complaint must be in writing either by letter or email and directed to the Manager of the Lulworth accommodation. The Manager will investigate and respond to your complaint or will arrange for you to discuss the issue sit down with you and gather all the facts and try to find a resolution.

If you are unhappy with the solutions or explanations given you may then choose to escalate your complaint to Stage three, this must be done in writing either by email or letter within 10 working days of the response you have received.

Stage 3:

Your complaint must be made in writing to the relevant accommodation. Our staff will pass your communication to a senior member of staff within the Lulworth Student accommodation who will investigate the issues you have raised. The Senior Manager will arrange for a suitable appointment, but this may take a few days to organise. If you prefer, or your original complaint was in writing, you may ask us to have the Senior Manager respond in writing or by email.

You must include reasons why you think that your complaint has not been treated fairly or resolved to your satisfaction.

Stage 4:

Lulworth Student Company is a member of the Accreditation Network UK (ANUK). If after giving Lulworth Student Accommodation the opportunity to respond and resolve your complaint, and having followed the above procedure you are still not satisfied, you can ask for an independent decision from ANUK. https://www.nationalcode.org/

We aim to respond to all complaints within 24 hours if your complaint is received during the working week or by Monday if received over the weekend. We will acknowledge all complaints received in writing by email or letter within 1 working day. We aim to resolve all complaints within 7 days.

Our Complaints Procedure is open to anyone who is affected by our Community Operations. This includes our Residents, Neighbours, and other Service Users.