Complaints Policy
At true, we are committed to delivering an exceptional service experience for our residents. While we aim to get everything right from the start, we recognise that issues can arise from time to time. When they do, we're here to listen, act promptly, and resolve matters quickly, efficiently and in a professional way.
Our goal is always to reach a fair and satisfactory outcome, while also using feedback as an opportunity to make improvements to the service we provide.
Our Complaints Procedure is available to anyone who lives with us or is directly affected by the service we provide.
You're welcome to raise a complaint yourself, or if you would like someone to make a complaint on your behalf, just let us know in writing (an email is fine) that you're happy for us to discuss your complaint with them.
Speak to team true
We encourage you to raise any concern directly to the onsite team in the first instance. You can speak with a member of the team at any time either in person at reception or via the site phone number or email address. Our team will always do their best to resolve issues quickly, efficiently and informally.
If your concern requires further investigation, it will follow the formal process outlined below.
COMPLAINTS PROCESS:
Stage One – Initial Complaint
• You can submit your complaint in person at reception, by phone, by email, or in writing.
• We will acknowledge your complaint with the aim to resolve the issue within 72 hours.
• If the matter cannot be resolved at this stage, you can escalate your complaint to Stage Two.
Any complaints received by our central support teams will be redirected to the appropriate onsite team for initial investigation in the first instance.
Stage Two – Escalation to General Manager
• If you feel your complaint has not been resolved at Stage One you can escalate your complaint to the General Manager who will review the complaint.
• At this stage, the complaint must be made in writing.
• We aim to provide a written response within 7 days.
• If your complaint is more complex and requires further time to investigate, we will write to you within 7 days to explain why and let you know when to expect a full response.
• Our response will set out what we plan to do to put things right and the timescale for doing so, and we'll complete any agreed actions within 10 days of reaching that agreement.
• If you remain dissatisfied with the response, or believe the matter has not been handled fairly, you may proceed to Stage Three. At this stage please include your reasons for escalation.
If your complaint is about the General Manager you can escalate directly to Stage Three.
Stage Three – Review by Senior Manager
• To escalate to Stage Three, email us at hello@truestudent.com, letting us know your preferred method of contact for the process.
• At Stage Three, your complaint will be reviewed by a senior manager not previously connected to it.
• Before responding, we will first check that you have raised your complaint at the earlier stages in line with our process. If you haven't yet done so, and your complaint is not about the General Manager, we may ask the General Manager to contact you in the first instance, as they're usually best placed to help.
• A written response will be provided within 7 days of receiving your escalated complaint.
• This response will represent the final stage of our internal complaints process.
Further Escalation
The National Code is a voluntary scheme and, as members of it we have committed to meet the standards set out in the Code.
If you've raised a complaint directly with us, and the breach of Code doesn't get rectified, or we haven't responded to you within 28 days of it being lodged with us, then you may submit a complaint to the National Code.
Before you do, have a look at the FAQs here to check your complaint meets its criteria. You'll also find answers to some common queries here.
The Code Complaints Investigator will assess your complaint, check you've raised the matter with us, and respond with appropriate guidance.
You can expect to receive a response from the National Code Contact promptly (no later than two weeks) and any breach of the National Code should be resolved within four weeks of it being reported in writing. A link to the National Codes complaints process can be found here