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. If you feel uncomfortable doing so, you may submit a formal complaint directly.
Stage 2 – Formal Complaint
If the issue remains unresolved, complaints should be submitted in writing to: admin@wingfieldhouse.com
Please include your name, room number, a description of the complaint and relevant dates.
Raising Complaints in Confidence
Residents may raise any concern or complaint in confidence, including complaints about staff members. You may request a private discussion with the Building Manager or ask for your written complaint to be handled confidentially.
If your complaint concerns management, or you feel uncomfortable raising it with them, you may request that it is referred directly to another member of the management team for review.
Complaints will be handled sensitively, and information will only be shared with those who need it to investigate and resolve the matter, or where disclosure is required by law or for safeguarding reasons.
Response Times
Formal complaints will be acknowledged within 3 working days of receipt, and an official written response will be provided within 10 working days.
Escalation
If you are dissatisfied with the response, you may request a further review by emailing admin@wingfieldhouse.com and explaining why you remain unhappy.
The complaint will be referred to an appropriate senior manager who has not previously been involved, and the final outcome will be confirmed in writing.
External Review – Unipol
If you are unhappy with the final resolution following the internal complaints process, you may refer your complaint directly to Unipol under the National Code.
You may also refer your complaint directly to Unipol if 28 calendar days have passed since you submitted your formal complaint and you have received no response.
Further information and guidance on submitting a complaint are available at: https://www.nationalcode.org/for-students/problems-complaints/
No Detriment
Residents will not be treated unfairly or disadvantaged for raising a concern or complaint in good faith.