Complaints Procedure

Our commitment

At TOPLETS, we aim to provide high-quality student accommodation and excellent customer service. However, we recognise that sometimes things may go wrong.

If you are dissatisfied with any aspect of our service, please tell us. We will take your concerns seriously and use your feedback to help improve our standards.

Stage 1: Informal resolution

Please raise your concern initially with the TOPLETS team member who has been dealing with your matter. We will make every reasonable effort to resolve the issue promptly.

Some matters may require further investigation. Where this is the case, please allow us up to three working days to review the circumstances and provide an initial response or update.

If you are dissatisfied with our initial response, or if the matter has not been resolved, you may make a formal complaint.

Stage 2: Formal complaint

Formal complaints should be submitted in writing by email or letter.

Please include:

• Your full name and contact details.
• Your relationship to the property, such as tenant, prospective tenant, guarantor, landlord or another authorised representative.
• The full address of the property concerned, where applicable.
• A clear description of your complaint, including relevant dates and the names of anyone you have dealt with.
• Details of any action already taken to resolve the matter.
• Copies of any relevant correspondence or supporting evidence.
• The outcome you would like us to consider.

Please send your complaint to:

Email: [email protected]

Post:

Complaints Team
TOPLETS Student Accommodation
The Loft
Chestnut Street
Loughborough
LE11 3BE

What happens next?

We will:

• Acknowledge your formal complaint within three working days of receiving it.
• Investigate your complaint fairly and review the relevant information and records.
• Provide a written response setting out our findings and any proposed resolution within 10 working days.

If we cannot provide a full response within 10 working days, we will explain the reason for the delay and tell you when you can expect to receive it.

Stage 3: Internal review

If you remain dissatisfied, you may ask for your complaint to be reviewed by a Director or another senior person who was not directly responsible for the original response.

Your request for a review should explain why you remain dissatisfied and identify any outcome or point that you believe has not been addressed.

We will:

• Acknowledge your request within three working days.
• Conduct a further review of the complaint and our previous response.
• Provide our final written response, known as our final viewpoint, within 15 working days.

If additional time is needed, we will explain why and provide a revised response date.

Independent review

If you remain dissatisfied after receiving our final viewpoint, or if we have not resolved your complaint within eight weeks of receiving it, you may be able to refer the matter to our independent property redress scheme.

Property Redress

Limelight
1st Floor, Studio 3
Elstree Way
Borehamwood
Hertfordshire
WD6 1JH

Telephone: 0333 321 9418
Email: [email protected]
Website: www.propertyredress.co.uk

There is no charge to consumers for submitting a complaint to Property Redress.

Before referring a complaint, you should normally:

• Have submitted your complaint to TOPLETS in writing.
• Have allowed us up to eight weeks to investigate and respond.
• Have received our final response and remained dissatisfied, or not have received a response within the permitted period.
• Refer the complaint within 12 months of the last communication relating to the matter.
• Provide relevant correspondence and supporting evidence.

Acceptance of a complaint and the way it is considered will be subject to Property Redress’s current conditions and eligibility requirements.

Important information

This procedure does not prevent you from seeking independent legal advice or exercising any statutory rights available to you.

We will handle personal information supplied in connection with a complaint in accordance with our privacy policy and applicable data-protection law.