ahs is committed to delivering a professional service to all its customers and will act to ensure an excellent level of service is maintained at all times.

All complaints are treated very seriously as we strive to deliver the best service possible.

To ensure they are managed correctly and fairly, we ask that you follow the correct procedure as and when there is an issue you wish to raise.

What to do if you have a complaint

Stage One: Minor Complaint

In the first instance bring your complaint to the attention of a member staff (e.g. Housekeeping or reception staff at the Accommodation Centres), who will aim to resolve the complaint by informal discussion. Your complaint will be registered and reviewed by the Accommodation Operations Coordinator of the area that your complaint relates to.

If your complaint cannot be resolved at Stage One, your complaint will be passed onto the Team Leader of the area that your complaint relates to. You will receive either a written or verbal response within two working days.

If your complaint is of a more serious nature and you wish to make a formal written complaint please follow the steps in Stage Two.

Stage Two: Written Complaint

A written complaint can be emailed to accom-feedback@bath.ac.uk or submitted in the form of a letter addressed to:

Sales and Quality Manager, East Accommodation Centre, University of Bath, Claverton Down, Bath, BA2 7PD.

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 inform you what is happening every five working days until we can reply in full.

All written complaints are recorded.

Following the outcome of Stage Two, if you wish to pursue the matter further please follow the steps in Stage Three.

Stage Three

Write to either the Accommodation Operations Manager or the Student Accommodation Manager at:

University of Bath, Claverton Down, Bath, BA2 7AY.

Your complaint will be responded to in five working days.

If the response received from either of these two managers is unacceptable you may write to the Director of ahs at the same address within five working days of receiving the response.

For complaints unable to be resolved within ahs and which relate to student accommodation and the UUK Code of Practice please refer to the University’s Complaints Procedure.