If you are looking to contact our team for any other reason than submitting a compliment or complaint, please use one of the contact details displayed on our Contact Us page. If you wish to log a maintenance or cleaning issue, please report directly at the residence’s reception or by email to email@example.com.
We will process all complaints received in line with the College’s B6 Student Complaints Procedure.
Making a complaint
We are sorry to hear something about our service is making you unhappy. Please complete the feedback form above and a member of our team will contact you within 2 working days.
Please note: Complaints should normally be made within 3 months of an incident or of the matter coming to your attention. This time limit can be extended provided you have good reasons for not making the complaint sooner and it is possible to complete a fair investigation. This will be a decision taken by the complaints manager in discussion with you.
If you are complaining on behalf of someone else, include their written consent with your letter (if you are making your complaint in writing) as this will speed up the process. However, consent is not required if you are making a complaint in the name of a student that is at the time of the complaint under 18 years old or someone who lacks the capacity to make their own decisions.
Who do I make my complaint to?
Knowing who to complain to can seem confusing at times, so in order to make this process as simple as possible we provide nthe feedback form above to direct your feedback to our management team.
What to expect from us after you submit this form
You should expect an acknowledgement and the offer of a face to face or phone discussion about the issues you have experienced within two working days of submitting your complaint.
If you accept, the discussion will also give you an indication of when a formal response will be provided to you. Although there is no set timeframe because resolution will depend upon the nature of your complaint, we endeavour to reach an outcome to most complaints within 5 working days from the date the face-to-face or phone discussion takes place. If, in the end, the response is delayed beyond this for any reason, the manager handling your complaint will keep you informed.
Once your complaint has been investigated you will receive a written response by email. The response should set out the findings and, where appropriate, provide apologies and information about what is being done as a result of your complaint. It should also include information about how the complaint has been handled and details of your right to appeal from the outcome provided to you.
If you have made a complaint but do not receive a response or a decision for more than 10 working days, you should be told the reason for the delay. However, at this point you may also wish to contact the Head of King’s Residences directly by email.
What to do if you're not happy with the outcome from your complaint or how it has been handled
If the outcome of your complaint is not to your satisfaction or you feel it has not been handled appropriately, you can:
If the outcome of the discussion is that no resolution can be agreed to the satisfaction of the complainant, they will be made aware of the opportunity to submit a formal complaint. Although not obliged, a complainant would normally be expected to wait for the outcome of the informal stage before making a formal complaint under Stage Two of this procedure. The nominated member of staff may themselves wish to refer the complainant to Stage Two of this procedure should they feel that the matter requires a more thorough investigation or the complaint appears to be particularly complex. If the complainant does not agree to submitting a formal complaint this is the end of the matter as far as this procedure is concerned.
- Appeal to the Head of King’s Residences, if the decision was made by another manager within King’s Residences; or
- Submit a Stage 2 Complaint Form to Students Conduct and Appeals, if the outcome was provided by the Head of Residences directly or via the appeal process outlined above, and in line with section 9.5 of the College’s B6 Student Complaints Procedure:
Obtaining impartial advice or support
If you would like support, you can always contact KCLSU Advice Services for impartial advice at any stage of your complaint.
Additionally, there are a number of services offered at the College that can provide support before, during and after the process:
Disability Advisory Service
What else can I expect when making a complaint?
Your complaint will be looked into with the seriousness and urgency required, and in line with the University Accommodation Code of Practice, which can be found on the National Code website: www.nationalcode.org.
In addition, when complaints and reports submitted to us raise concerns around our student welfare we will work with other colleagues within King's refer any students that may be at risk or pose a welfare risk to others.