Complaints Procedure
At Flow Students, we aim to provide an exceptional service throughout your stay. However, we understand 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 make sure all matters are handled effectively and efficiently, we follow a structured complaints procedure, outlined below.Where possible, residents are encouraged to raise issues informally with reception first, as many matters can often be resolved quickly without the need for a formal investigation.We ask that all communications remain respectful. Abusive or aggressive behaviour towards staff may result in communication restrictions.
1. Complete the Complaint Form Below
To submit a formal complaint, please complete the form below with as much detail as possible.Your complaint should include:
- Full details of your complaint
- Clear reasons for your grievance
- Relevant dates and timelines
- Names of any staff, residents, or other individuals involved
- Any supporting evidence or documents
Step 2: Acknowledgement and Investigation
Your complaint will be acknowledged and investigated by the relevant Accommodation Manager within three working days of receipt.
1. Complete the Complaint Form Below
To submit a formal complaint, please complete the form below with as much detail as possible.Your complaint should include:
- Full details of your complaint
- Clear reasons for your grievance
- Relevant dates and timelines
- Names of any staff, residents, or other individuals involved
- Any supporting evidence or documents
Step 2: Acknowledgement and Investigation
Your complaint will be acknowledged and investigated by the relevant Accommodation Manager within three working days of receipt.
Step 3. Formal Written Outcome
A formal written outcome of the investigation will be issued within ten working days of receiving the complaint, unless you are advised otherwise.
Step 4. Escalation to Senior Management
If you are not satisfied with the response provided at Step 3, you may escalate your complaint to the Area Manager. The Area 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 the investigation will be issued within ten working days of receiving the complaint, unless you are advised otherwise.
Step 4. Escalation to Senior Management
If you are not satisfied with the response provided at Step 3, you may escalate your complaint to the Area Manager. The Area 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 by the Head of Operations.
The Head of Operations will investigate the complaint in full and issue a final written response within fifteen working days of escalation.
The Head of Operations’ email address will be provided if your complaint remains unresolved after Step 4.Please note that Flow Students is not currently registered with an external redress scheme.
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 by the Head of Operations.
The Head of Operations will investigate the complaint in full and issue a final written response within fifteen working days of escalation.
The Head of Operations’ email address will be provided if your complaint remains unresolved after Step 4.Please note that Flow Students is not currently registered with an external redress scheme.