Campus Services is committed to delivering a professional service to all its students and guests 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 do this we follow the University Student Complaints Policy and Procedure.

What is a complaint

A student complaint is an expression of dissatisfaction raised by a student (or group of students) requiring a response. This may relate to student accommodation and the UUK Code of Practice or the the standard of service provided by the ResLife team (or on our behalf).

What to do if you have a complaint

To ensure they are managed correctly and fairly, we ask that you follow the correct procedure and that you put your concerns in writing or alternatively, the Campus Services Complaints Officer can document them on your behalf.

We can only investigate concerns raised directly by students. Complaints raised by parents or guardians cannot be investigated unless student consent has been received.

Informal Complaint

We recognise that sometimes things can go wrong, or expectations are not met. When this happens, it is important that we can have the opportunity to rectify this and as such, we welcome comments and feedback about our performance.

Here are the ways you can contact us to raise a complaint:

• A face-to-face discussion with the Campus Services Complaints Officer is a great way to engage with us and raise concerns. Book an appointment with our Campus Services Complaints Officer, Laura Corr. A record of informal conversations will be maintained.

• A written complaint can be emailed to reslifefeedback@bath.ac.uk or submitted in the form of a letter addressed to: ResLife Feedback and Complaints, West Accommodation Centre, University of Bath, Claverton Down, Bath, BA2 7AY.

Our aim is to provide you with a written reply within five working days of receipt of a written complaint. If your complaint is of a complex nature, which requires detailed investigation we will update you regularly until we can reply in full.

Stage One

In the event that you are unhappy with the outcome at the informal stage, you can escalate your complaint to the Residence Experience Manager at reslifefeedback@bath.ac.uk. You must include why you are unhappy with the outcome previously offered.

Our aim is to provide you with a written reply within 14 days of receipt of a Stage One complaint. If your complaint is of a complex nature, which requires detailed investigation we will update you regularly until we can reply in full.

Stage Two: Formal resolution

For complaints unable to be resolved informally or at stage one, then you will need to complete a stage two complaints form. The complaint will then be investigated by the Director of Campus Services, or delegate. For more details see the Student Complaints Policy