Campus Services is committed to delivering a professional service to all its students and 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. All written complaints are recorded.
What is a complaint
A complaint is an expression of dissatisfaction requiring a response. This may relate to the standard of your accommodation, unresolved maintenance requests within the accommodation or the actions or lack of action provided by a member of the ResLife team.
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. We can only investigate concerns raised directly by students. Complaints raised by parents or guardians cannot be investigated.
Stage One:
A written complaint can be emailed to reslifefeedback@bath.ac.uk or submitted in the form of a letter addressed to:
ResLife Marketing, Communications and Events Manager, 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 inform you what is happening every ten working days until we can reply in full.
Stage Two
In the event that you are unhappy with the outcome you can escalate your complaint to the ResLife 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 ten 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 ten working days until we can reply in full.
Stage Three
If the outcome received from the ResLife Experience Manager is unacceptable then you may write to the Director of Campus Services requesting that the complaint be reviewed.
For complaints unable to be resolved within Campus Services and which relate to student accommodation and the UUK Code of Practice please refer to the University’s Complaints Procedure.