The Escape Campus Complaints Procedure

Escape Campus Student Accommodation Ltd trading as Escape Campus aims to deliver a consistent, quality service. We understand, however, that sometimes things can go wrong and we need you to be able to let us know when that happens.

Where your initial complaint has been passed verbally but it has not been possible to resolve things by discussing the issue, you can then follow our formal procedure. If you decide to register a formal complaint we ask you to record it in writing, entitled ‘Complaint,’ either via email or letter, detailing the nature of your complaint and including any supporting documentation you have, which may, depending on the nature of the issue, include all or some of the following:

  • The facts of the case
  • Your opinion on the facts of the case
  • Any notes of any relevant meetings or telephone calls including dates and times
  • Copies of all relevant correspondence between yourself and Escape Campus
  • Confirmation and evidence of instructions and acceptance to undertake any works, including agreed timescale and fees
  • Copies of any relevant contract, agency agreement or other document and details of any sections within those documents that are relevant to the complaint
  • Third party opinions, if relevant, that have been obtained such as second opinions from professionals and evidence of their qualifications and expertise
  • Any other evidence relevant to the complaint

In line with best practice we aim to fully complete our procedure within eight weeks of receipt of your written complaint, accompanied by all supporting documentation.

  1. Initially email us to notify us that you wish to make a complaint. If you can, attach all documentation to that email, if that isn’t possible we will advise you of the most appropriate address to send that documentation to.
  2. Within five working days of receiving your complaint and documentation, we will contact you to confirm receipt and to inform you who has been allocated to investigate the issues, and work with you in to resolve them. If your issues centre around a specific member of the team then every effort will be made to detach them from the complaints process.
  3. The person allocated to the complaint will contact you in person to further discuss the matter so they fully understand your opinions on all the matters being investigated.
  4. Within 10 working days the person investigating your complaint will respond in writing with the findings of their investigation detailing what actions have or are to be taken.
  5. If you are not satisfied with the response from the initial complaint handler then please put your issues in writing and send them to us. The initial complaint handler will then contact you again, within five working days, and establish if they are able to help you further.
  6. If the initial complaint handler is not in a position to assist further efforts will be made to allocate a Third Party to review your complaint and subsequent issues and you will be informed of this when you are re-contacted by the initial complaint handler (if your complaint is in relation to a deposit then the Third Party will be the DPS).
  7. The Third Party will contact you in writing with the findings of their investigation within 10 working days, detailing what actions have or are to be taken.
  8. If you are unhappy with the response to your complaint from the Third Party then please inform Escape Campus in writing. At this stage the Directors will meet within 21 working days and make a final review of your complaint and the investigations that have taken place to date. Once that review has taken place, we will contact you with a written statement which will detail our position on the issues raised and explain if we are still continuing to consider your complaint.

If we feel we can do nothing further and/or you remain dissatisfied with our handling of the complaint, then you have the ability to refer the matter to the Ombudsman Scheme approved by the UKALA. The Property Redress Scheme (PRS) is free to the individual customer and is able to consider consumer complaints.

The role of the Ombudsman is to investigate disputes in a balanced manner where no agreement can be reached by following the above steps, and as such these bodies will not fully investigate cases until internal procedures are exhausted.

Contact details for the Property Redress Scheme are:

Property Redress Scheme
Premiere House
1st Floor
Elstree Way

T: 03333219418