Compliants Procedure

Stage 1 - Initial Complaint

Whenever possible, please raise your complaint in person at reception or via telephone. Our on-site staff will aim to investigate and resolve the issue immediately. If you are dissatisfied with the outcome or explanations provided, you may escalate your complaint to Stage 2 by submitting it in writing within 10 working days.

Stage 2 - Escalation to Senior Staff

Submit your complaint in writing, either by letter or email, to the relevant site. Your complaint will be forwarded to a senior member of staff at Student Room Finder for further investigation. You will receive a written response within 10 working days, where possible. Please include details on why you believe your complaint has not been handled fairly or appropriately at this stage.

Stage 3 - Escalation to the Complaints Panel

If you remain dissatisfied, you can escalate your complaint to the Complaints Panel at Student Room Finder.

Submit your complaint in writing to:

Operations Director, Student Room Finder
The Clock Tower Building,
25 Clock Tower Park,
Longmoor Lane,
Fazakerley,
Liverpool,
L10 1LD.

The Panel will review your complaint and aim to provide a decision within 10 working days. Ensure your communication specifies why you feel your complaint has not been treated fairly or correctly thus far.

Stage 4 - Independent Resolution

Student Room Finder is a member of both the Accreditation Network UK (ANUK) and the Propertymark Property Redress Scheme (PRS). If you remain dissatisfied after receiving a response from Student Room Finder or if no response is provided within 8 weeks, you can request an independent investigation and decision.

Submit a national code complaint online via ANUK.

Alternatively, contact PRS for an independent decision.

Stage 5 - For Students in Scotland

If your complaint pertains to a breach of the Scottish Letting Agent Code of Practice and remains unresolved after completing the above stages, or if your complaint is not processed within a reasonable timeframe, you can escalate the issue to the First-tier Tribunal for Scotland (Housing & Property Chamber).

Contact details:

Glasgow Tribunals Centre
20 York Street
Glasgow
G2 8GT

Tel: 0141 302 5900

housingandpropertychamber.scot

Important Notes

Complaints relating to tenancy agreements for 2019-20 or 2020-21 that are specifically tied to the Covid-19 outbreak are excluded from this process.

All terms of tenancy agreements remain applicable unless explicitly amended in writing by Student Room Finder. Any such notifications are final and are not subject to appeal or escalation.

We are committed to addressing complaints effectively and encourage you to follow this process to ensure your concerns are heard and resolved.