This complaints procedure aims to provide a clear and transparent process for students/ guests or external parties to raise concerns or grievances regarding any experience relation to Herbal Hill Studios accommodation. This policy ensures that complaints are handled promptly, fairly, and effectively.
1. Making a Complaint:
Anyone can log an complaint through one of our various communication channels, including:
In-person at the accommodation office.
Via email to info@herbalhillstudios.com
Over the phone 02087300646
Through our contact us button on the website (www.herbalhillstudios.com)
We ask that you include as many details as possible. Details such as the nature of the issue, date, time, location, and any relevant supporting information.
2. Assessment:
Upon receiving a complaint, the accommodation team will conduct an initial assessment to determine the nature and severity of the issue.
Complaints will be categorised based on urgency and severity. Each category has an appropriate target resolution time.
The three categories are as follows.
priority 1 – Complaints which impact the health and safety of anyone – 24-48 hours
priority 2 – Complaints which impact the convenience and comfort of anyone – 5 days
priority 3 – Complaints which do not fall into either of the above categories will be 28 days.
3. Acknowledgment:
You will receive acknowledgment of your complaint within 72 hours, confirming that it has been received and investigations will begin.
Please note you may receive acknowledgement of your complaint after it has been resolved particularly in scenarios where we have deemed the complaint to be priority 1.
4. Investigation:
The accommodation team will investigate the complaint, gathering relevant information, which may include speaking with any involved parties.
The length of the investigations will be dependent on the complexity of the issue.
5. Resolution:
Once the investigation is complete, the accommodation team will work to resolve the complaint promptly and effectively.
The resolution may involve various actions, such as:
- Rectifying the issue, if possible.
- Providing compensation or reimbursement where appropriate.
- Implementing measures to prevent similar issues in the future.
The complainant will be kept informed of the progress and outcome of the resolution process.
6. Escalation:
If you are not satisfied with the initial resolution, you may request further escalation.
Escalation may involve further review by the accommodation management team. If your complaint is about a member of staff and you wish to speak to management, please contact the management team directly at info@herbalhillstudios.com
If you remain unhappy following the outcome of our complaints process, you can find information about raising your complaint with Unipol, of which Herbal Hill Studios is a member, using the link below.
7. Feedback and Follow-Up:
After the complaint has been resolved, the accommodation manager may request feedback regarding with the process and outcome.
A follow-up may also be conducted to ensure that the issue has been fully addressed and resolved.
8. Documentation:
All complaints and their resolutions will be documented for record-keeping and continuous improvement purposes.
This documentation will include details of the complaint, investigation findings, actions taken, and any follow-up actions.
9. Continuous Improvement:
The accommodation management team will regularly review complaints to identify recurring issues and any opportunities for improvement in services and facilities.
Feedback from complaints may also be used to implement changes with the aim to enhance the overall student experience and satisfaction.
10. Confidentiality and Respect:
Throughout the complaint’s procedure, confidentiality and respect for all parties involved will be maintained.
Personal information shared during the complaint process will be handled in accordance with applicable data protection laws and regulations.