Complaints Procedure
We aim to provide exceptional service throughout your stay. However, we acknowledge that sometimes things may go wrong. If this happens, we are committed to listening to our residents and responding to concerns promptly, fairly, and transparently.
To ensure all matters are resolved effectively and efficiently, we follow a structured complaints procedure, outlined below.
Our aim is to resolve your complaint at the first point of contact. The best way to do this is by phone or in person with the relevant property team. Any complaints initially sent to Stages 4 or 5 will be redirected to Stage 1.
If you are not yet living with us, or are a member of the public, you can contact us by emailing:feedback@flowstudent.co.uk
We ask that all communications remain respectful. Abusive or aggressive behaviour may result in communication restrictions.
Step 1: Submitting a Formal Complaint
Please write to Flow Student clearly statingthat you wish to make a formal complaint. Your communication should include:
• Full details of your complaint
• Clear reasons for your grievance(s)
• Relevant dates and timelines
• Names of any staff/resident or resident/s involved
• Any supporting evidence or documents
You can email us at feedback@flowstudent.co.uk orcomplete the contact form on the Flow Student website. This will be shared withthe relevant team, but in some cases, this will be reviewed by a central teammember in the first instance.
If you wish to submit your complaint in writing, please write to your relevant property.
Step 2: Acknowledgement and Investigation
Your complaint will be investigated, with acknowledgementof your complaint sent by the relevant site manager within three working days.
To ensure all matters are resolved effectively and efficiently, we follow a structured complaints procedure, outlined below.
Our aim is to resolve your complaint at the first point of contact. The best way to do this is by phone or in person with the relevant property team. Any complaints initially sent to Stages 4 or 5 will be redirected to Stage 1.
If you are not yet living with us, or are a member of the public, you can contact us by emailing:feedback@flowstudent.co.uk
We ask that all communications remain respectful. Abusive or aggressive behaviour may result in communication restrictions.
Step 1: Submitting a Formal Complaint
Please write to Flow Student clearly statingthat you wish to make a formal complaint. Your communication should include:
• Full details of your complaint
• Clear reasons for your grievance(s)
• Relevant dates and timelines
• Names of any staff/resident or resident/s involved
• Any supporting evidence or documents
You can email us at feedback@flowstudent.co.uk orcomplete the contact form on the Flow Student website. This will be shared withthe relevant team, but in some cases, this will be reviewed by a central teammember in the first instance.
If you wish to submit your complaint in writing, please write to your relevant property.
Step 2: Acknowledgement and Investigation
Your complaint will be investigated, with acknowledgementof your complaint sent by the relevant site manager within three working days.
Step 3. Formal Written Outcome
A formal written outcome of theinvestigation will be issued within ten working days of receiving thecomplaint, unless you are advised otherwise.
Step 4. Escalation to Senior Management
If you are not satisfied with the response at Step 3, you may escalate your complaint to the Regional Operations Manager. The Regional Operations Manager or Divisional Senior Operations Manager will undertake an independent and impartial review of your complaint. A final written response will be issued within ten working days of escalation.
A formal written outcome of theinvestigation will be issued within ten working days of receiving thecomplaint, unless you are advised otherwise.
Step 4. Escalation to Senior Management
If you are not satisfied with the response at Step 3, you may escalate your complaint to the Regional Operations Manager. The Regional Operations Manager or Divisional Senior Operations Manager will undertake an independent and impartial review of your complaint. A final written response will be issued within ten working days of escalation.
Step 5: Final Review - Head of Operations
If you remain dissatisfied after completing the complaints procedure (or if more than eight weeks have passed since your initial complaint), you may request a final review from the Head of Operations who will investigate the complaint in full.
A final written response will be issued within fifteen working days of escalation.Their email address will be provided if your complaint remains unresolved from step 4.
If you’re not happy with our response
We are a member of the National Code of Standards for Student Accommodation.
That means we follow a set of guidelines, helping to make sure that when you live with us you have the standard of accommodation you expect and are treated fairly should you need to make a complaint.
Should you remain dissatisfied with how we resolved your complaint, or you did not receive the answer you were expecting, you can raise this with the ANUK Complaints Tribunal. More details can be found at www.nationalcode.org
If you remain dissatisfied after completing the complaints procedure (or if more than eight weeks have passed since your initial complaint), you may request a final review from the Head of Operations who will investigate the complaint in full.
A final written response will be issued within fifteen working days of escalation.Their email address will be provided if your complaint remains unresolved from step 4.
If you’re not happy with our response
We are a member of the National Code of Standards for Student Accommodation.
That means we follow a set of guidelines, helping to make sure that when you live with us you have the standard of accommodation you expect and are treated fairly should you need to make a complaint.
Should you remain dissatisfied with how we resolved your complaint, or you did not receive the answer you were expecting, you can raise this with the ANUK Complaints Tribunal. More details can be found at www.nationalcode.org