Complaints Procedure
Policy Statement
Wingfield House is committed to providing a high standard of accommodation and service. Residents may raise concerns or make complaints which will be handled fairly, confidentially and promptly.
What Is a Complaint
A complaint is an expression of dissatisfaction relating to accommodation standards, services, facilities, staff conduct, or management of the building.
Stage 1 – Informal Resolution
Residents are encouraged to raise concerns informally with the onsite team where possible.
Stage 2 – Formal Complaint
If unresolved, complaints should be submitted in writing to:
admin@wingfieldhouse.com
Please include your name, room number, description of the complaint and relevant dates.
Response Times
Complaints will normally be acknowledged within 5 working days and a full response provided within 10–15 working days.
Escalation
If the outcome is unsatisfactory, the complaint may be escalated for further review.
External Review – Unipol
If the internal process is completed and the issue remains unresolved, residents may refer the matter to Unipol under the National Code.
No Detriment
Residents will not be treated unfairly for raising a complaint in good faith.