COMPLAINTS PROCEDURE

To raise a complaint regarding The Pump House student accommodation in Lancaster, you must follow the multi-stage formal complaints procedure as outlined below:

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Informal Resolution

• Speak to management: Try speaking to the on-site property manager or reception team first in person. Most day-to-day issues can be resolved quickly at this level.

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Formal Complaints Process 

If your issue is not resolved informally, you can escalate it through the following procedure:

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• Stage 1 (General Manager): Submit your complaint in writing or via the
  Complaint Form. The General Manager of the property will investigate the details and evidence provided and issue their findings within 5 working days. 

• Stage 2 (Senior Manager): If you remain dissatisfied, you can request an escalation within 5 working days. of the Stage 1 response. A Senior Manager will independently review the case, the evidence, and the initial response, providing findings within 5 working days.

• Stage 3 (Director Review): If still unresolved, you may request a final escalation within 5 working days. A company Director will review all previous stages alongside any new evidence and supply a full and final corporate response within 5 working days.

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External Adjudication
If you remain dissatisfied with the outcome, you may be entitled to refer the matter to an independent ombudsman or redress scheme where applicable.