Accommodation and Hospitality Services Complaints Procedure
Introduction
The aim of this procedure is to enable all of our Customers who have a grievance or complaint to pursue the matter in a systematic manner.
Accommodation and Hospitality Services is committed to delivering a professional service to all its Customers and will act to ensure that this level of service is maintained.
The management team will take seriously all complaints and will deal with them speedily and fairly. Most complaints will be concerned with relatively minor, everyday matters which can be resolved informally with the person(s) directly concerned.
Where a problem is not resolved by informal means or is too serious to be dealt with informally, then a formal procedure is available.
We keep a record of all complaints registered with us. This is to identify areas of weakness so that we can put things right, which in turn will help us to improve our service. All complaints are registered, monitored and reviewed by the relevant manager.
What to do if you have a complaint:
In the first instance bring your complaint to the attention of a member staff who will aim to resolve the complaint by informal discussion. Hopefully your problem can be resolved quickly and easily.
Reception staff will complete a complaints record form and pass to the person who is responsible for the area where your complaint relates to.
What to do if you have a written complaint:
A written complaint can be emailed to acc-feedback@rt.bath.ac.uk or submitted in the form of a letter addressed to the Accommodation Services Team Leader, Accommodation Services Centre, University of Bath, Claverton Down, Bath, BA2 7AY
How we handle your complaint:
Our aim is to provide you with a written reply within two working days of receipt of a written complaint.
If your complaint is of a complex nature, which requires detailed investigation we will tell you what is happening every five working days until we can reply in full.
If the response received from the Accommodation Services Team Leader is unacceptable you may write to the Accommodation Operations Manager, University of Bath, Claverton Down, Bath, BA2 7AY
Our aim is to provide you with a written reply within two working days of receipt of a written complaint.
If your complaint is of a complex nature, which requires detailed investigation we will tell you what is happening every five working days until we can reply in full.
If the response received from the Accommodation Services Team Leader is unacceptable you may write to either the Accommodation Operations Manager or the Student Accommodation Manager, University of Bath, Claverton Down, Bath, BA2 7AY
If the response received from either of these two Managers is unacceptable you may write to the Head of Accommodation & Hospitality Services at the same address.
The procedure for complaints unable to be resolved within Accommodation & Hospitality Services and which relate to student accommodation and the UUK Code of Practice for full details please refer to the University's Quality Assurance Statement 39 at:
Below is a brief outline of the Univesities formal complaint procedure:
Any student who still feels aggrieved after their formal complaint has been considered by the Head of Accommodation & Hospitality Services, may consult the Head of Student Services who will discuss the nature of the complaint with the student and will seek to resolve the problem through mediation.
If the complaint cannot be resolved by the Head of Student Services, the student may request a Review by the University Secretary, who will deal with the matter at his/her discretion.
Where the problem is not resolved as the result of a Review by the University Secretary, a student may submit a formal grievance in accordance with University Statute 17.21.
Once the University's internal processes are exhausted, the University will issue a completion of procedures letter. If a student is still of the opinion that his/her case is unresolved, s/he may apply to the Office of the Independent Adjudicator for Higher Education. Information is available on the website - www.oiahe.org.uk.
We will:
Make every effort to establish the name, department, address and contact number for the person who will take responsibility for your complaint.
Pass your complaint to the person taking responsibility for it and write to you informing you of their details.
You can expect to receive this information within three working days of us receiving your complaint.
In the interests of ongoing Customer care it will be the responsibility of the management team to ensure that all staff are aware of the complaint and outcome.
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