Legal

Complaints Policy

At Cabana Student Living we are committed to providing a high-quality service and a safe, supportive living environment. This Complaints Policy explains how residents, applicants, and other stakeholders can raise concerns or complaints, and how we will handle them fairly, transparently, and promptly.

1. Raising your complaint

If you’re already living with us, the best and quickest way to resolve any issue is to speak to a member of the Cabana team at our office or speaking to us via email. We are likely to be able to resolve the issue there and then.

If you are not living with us, or you are a member of the general public, you can contact us at hello@cabanastudents.com and we will take the details of your complaint and help resolve it.

2. Scope of the policy

This policy applies to complaints relating to the management and operation of our accommodation, including the standard of services, facilities, staff conduct, communication, health and safety, and equality and diversity matters.

This policy does not cover issues that are subject to legal proceedings, disputes relating solely to contractual or tenancy terms, or matters that fall under statutory dispute resolution schemes, such as tenancy deposit disputes.

3. Principles

At Cabana Student Living we strive to ensure that our complaints process is:

Accessible – clear, easy to use, and available to all
Fair and impartial – complaints are handled objectively
Transparent – we explain decisions and outcomes
Timely – complaints are handled within stated timescales
Confidential – information is handled sensitively and in line with data protection requirements

Raising a complaint will not result in any disadvantage or retaliation.

4. Informal resolution

Where possible, we encourage concerns to be raised informally in the first instance, as many issues can be resolved quickly through discussion.

Residents can contact the property management team by email, telephone, or in person at our office. Where on-site staff are available, residents are welcome to approach them directly. If the issue cannot be resolved informally, or if the resident prefers, a formal complaint may be submitted.

5. Formal complaints procedure

Stage 1: Formal Complaint

A formal complaint should be submitted in writing, by email. When submitting a complaint, the complainant should provide their name and contact details, a clear description of the issue or issues being raised, relevant dates, times and locations where applicable, details of any steps already taken to resolve the matter, and the outcome they are seeking.

We will acknowledge receipt of a formal complaint within 5 working days. The complaint will be investigated in a fair and impartial manner, and a written response will normally be provided within 14 working days of acknowledgement. Where it is not possible to respond within this timeframe, we will explain the reasons for the delay and provide an updated timescale.

Stage 2: Review / Appeal

If the complainant is dissatisfied with the outcome at Stage 1, they may request a review of the decision. Requests for review should be submitted within 10 working days of receiving the Stage 1 response.

The review will be conducted by a senior member of staff who has not previously been involved in the complaint. A written outcome of the review will normally be provided within 14 working days of receipt of the request.

6. National Code / ANUK escalation

Following the completion of our internal informal and formal complaints procedures, if a complaint remains unresolved, tenants have the right to escalate the matter externally.

As an ANUK-accredited property, this escalation should be made through the relevant National Code, in accordance with their published complaints procedure. While ANUK oversees the accreditation framework, complaints are handled through the appropriate National Code scheme rather than being submitted directly to ANUK.

7. Deposit disputes

Where a complaint relates specifically to a tenancy deposit, including deductions or the return of the deposit, the matter must first be raised through our internal complaints procedures. If the issue remains unresolved, residents may refer the dispute to our deposit protection scheme which is MyDeposits, in accordance with their published dispute resolution process.

Details of how to access the appropriate deposit dispute service will be provided at the end of our internal process.

8. Reasonable adjustments

We are committed to ensuring that our complaints process is accessible. Reasonable adjustments can be made on request, including:

Alternative formats
Support for residents with disabilities or additional needs
Allowing a representative to act on behalf of the complainant

9. Record keeping and monitoring

We will:

Keep records of all complaints and outcomes
Use complaint data to identify trends and improve our services
Report complaints information where required for accreditation or regulatory purposes

10. Data protection

All complaints will be handled in accordance with applicable data protection legislation. Information will only be shared where necessary to investigate and resolve the complaint.