Bailrigg Student Living Complaints Procedure

What we do

We provide a wide range of services here at Bailrigg, including:

  • All-inclusive rent prices, for your peace of mind, knowing all your bills are covered.

  • Super-speedy internet for maximum comfort.

  • Repairs and maintenance to keep everything running smoothly.

  • 24-hour staff to ensure your safety.

  • Building safety with frequent checks.

We always strive to ensure your stay with us is as enjoyable and smooth as possible. Sometimes, things can go wrong, if something is not quite right within your room or flat, with any of the fixtures, fittings or services we provide, let us know as soon as you can. We aim to resolve all issues as quickly as possible. Our accommodation team is usually the best place to start with your complaint. Please talk to them first – to allow them to resolve your problems efficiently and quickly.

How to make a complaint

1.     Register your complaint with the accommodation team via phone, email or in person at reception.

2.     You will receive receipt of your complaint within 2-3 working days. After which, we will begin our investigation.

3.     You will receive the name and person dealing with your complaint, who will also make contact with you.

4.     We will keep a record of your complaint on our system

5.     You’ll be provided a full written response within 10 working days, if we are unable to keep to this timeframe due to your complaint being complicated or any other reason, you will be kept informed. We endeavour to sort out any issues as quickly as possible.

Escalation of complaint

If you are not satisfied with your response and wish for your complaint to be considered at the next stage, you must provide detail as to what has not been addressed or answered in our response, within 4 weeks of receipt. Your complaint can only be considered to progress to the next stage if it is agreed that we have not addressed or responded to all issues that were raised at the previous stage.

Stage 1 – Complaint managed by your local team.

Stage 2 – Senior Manager takes over management of complaint.

If you believe your complaint hasn’t been handled within a reasonable time, it hasn’t been handled correctly or breaches the ANUK code, then please see ANUK’s complaint procedure here.