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Complaints Policy

Nido Student is committed to delivering an exceptional student experience.  We hold ourselves to the highest standards and strive to continuously improve by acting upon all feedback and complaints received.

 

We will always be professional and courteous when dealing with complaints and will try to be as quick as possible in responding to you.  We will carefully consider each complaint, and although we may not always be able to change things in the way that you would like, we will always provide an explanation and rational of how a decision has been made.

 

This policy explains:

  • How to make a complaint
  • How you can expect us to deal with it
  • What you can do if you are unhappy with our response

Serious complaints will be subject to the ANUK complaint procedure and subject to independent appeal and referral up to the ANUK committee on standards to ensure we have an open, fair and transparent process.

 
PROCEDURE
 
  1. If you have a complaint, in the first instance, please discuss this with a member of the residence team and/or the General Manager. They will try their best to resolve the matter swiftly for you.

     

    Please let us know as soon as possible and within one month of the event, or lack of action, about which you are complaining.  If your complaint cannot be resolved immediately, it will usually be acknowledged within 48 hours (excluding weekends and public holidays) and responded to fully within five working days of the receipt of the complaint. If circumstances mean a full response is likely to take longer, we will inform you and keep you informed of the process.

 
  1. If you feel that the General Manager has not dealt with the complaint satisfactorily, or the complaint is actually about the member of staff involved, or if you feel that the complaint warrants further investigation you may request that the complaint is escalated to the Head of Operations.  The complaint will be passed to the relevant Head of Operations who will determine whether a manager for the area in which your complaint falls should deal with the complaint or whether a member of the management team should more appropriately investigate the complaint.

     

    Please include any previous communications so that the Head of Operations can fully understand the complaint and response to date.  The Head of Operations will acknowledge receipt of your complaint within 48 hours (excluding weekends and public holidays) and you will receive a full response within 10 working days.

 
  1. If you are still not satisfied with the response from the Head of Operations, then you may appeal to the Operations Director for your complaint to be taken to Review. Complaints can be taken to Review if, once a final decision on the complaint has been given to you, you believe that it has not been handled fairly or in accordance with this procedure.  You must request a review by emailing the Operations Director within 10 working days of you receiving the complaint response.  You will need to state why you are unsatisfied with the outcome and include copies of all correspondence exchanged regarding the complaint.  The Operations Director will then review the case based on the documentation provided and will notify you of their decision within 10 working days.   We will make every effort to follow the time limits set out in our procedure. However, where, for good reason, this is not possible we will keep you informed of progress.
 

It is important that the process outlined above is adhered to, to ensure that we are able to effectively resolve any complaints you may have.

 
CONFIDENTIALITY
 

All complaints will be dealt with confidentially though enquiries may have to be made to investigate the matters that are the subject of the complaint.

The effectiveness of any complaint’s procedure depends on Nido being able to collect appropriate information from the parties involved in order to investigate the matter properly. For this reason, anonymous complaints will not be dealt with.

 
HARASSMENT
 

Nido seeks to create a residential environment which is free of harassment and which protects the dignity of residents and staff irrespective of their gender, sexual orientation, racial or ethnic background, religion or disabled status. Nido regards sexual, racial or personal harassment very seriously and requires all residents and staff to observe its policy in this area.

Residents who believe they are experiencing harassment within their accommodation are advised to follow the above process.

ANUK
 

Nido Student is registered to comply with the regulations set by the ANUK code of practice. If you believe that we have not dealt with your case properly, or that the outcome is unreasonable then you can, provided you have completed all of our internal procedures, complain to the ANUK Code directly.