SAR Court Ltd – Complaints Procedure

SAR Court aims to resolve a problem before it becomes a complaint and ensure that the student experience is at its highest so we’re sorry if you’re reading this to make a complaint. To make the process as easy as possible, our Complaints Procedure is set out in four stages:

Stage 1 — Initial Complaint

For the best response, please make your complaint in person at the on‑site office or by telephone: 01227 501222. Our on‑site team will take details from you. We will then investigate and try to deal with the matter immediately.

If your complaint relates to an on-site staff member, then please email the Senior Manager on the email address shown on the local copy of this policy which is located in the buildings and available on your Resident Portal. Please refer to section 3 onwards for further escalation routes.

Stage 2 — Escalation

If you’re unhappy with the response, you can escalate your complaint by emailing your Residence Team. You must clearly state what your complaint is and why you’re unhappy with the outcome of Stage 1. Please do this within 10 working days. Once you’ve emailed your Residence Team, they will pass your complaint to a senior member of staff within SAR Court Ltd, who will investigate further. They will do their best to get you a written response within 10 working days.

Stage 3 — Further Escalation

If you feel your complaint has not been resolved, you can escalate your complaint again. This must be in writing to the Senior Manager at the email address shown on the on-site copy of this policy, with “Complaint Escalation” as the subject title. Please explain why you believe your complaint has been treated unfairly or incorrectly in Stages 1 and 2. This will be passed on for review by the Director of SAR Court Ltd and a response with their decision will be provided within 10 working days.

Please note: All terms of the Tenancy Agreement remain applicable unless stated otherwise in writing by the landlord. All notifications are final. Please remember that even if you do not receive the answer you had hoped for or were expecting, this does not mean the complaint is unresolved.

Stage 4 — Independent Decision

SAR Court is a member of the ANUK National Code of Standards. If you feel that your complaint has not been resolved after Stages 1 to 3, and the complaint is in respect of an issue covered by the Code, you can seek help and advice from them or submit your complaint to them.  Further details about the ANUK Code complaint process be found on their website.