Student Castle aims to provide the best possible service, but sometimes things can go wrong. When they do, we want to understand what happened so we can learn, improve, and address the area of concern. We value feedback from our students, partners, members of the public, guarantors, parents, and guardians.

How to complain?
If you're already living with us, the best and quickest way to resolve any issue is to speak to a member of the Capitol Students team at reception. 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, please submit your complaint using our online complaints form.

Submit a complaint online

Raising a Complaint in Confidence

If you wish to raise a complaint in confidence, you can do so through our online complaints from here. Please indicate that you would like your complaint to be treated in confidence and provide details of your concern.

Accessibility

We are committed to ensuring our complaints process is accessible to everyone. If you require any adjustments or assistance to make a complaint, please let us know, and we will do our best to accommodate your needs.

 

What Happens Next?

1. Acknowledgment and Initial Response

We will acknowledge all complaints upon receipt within 3 working days, outlining the steps we are taking to investigate your complaint.

2. Investigation and Resolution

We aim to fully investigate and respond to any issues raised within 10 working days. If you are not happy with our reply, please let us know. We can then arrange for the Manager to contact you directly to discuss.

3. Escalation Process

If you remain unhappy, we will escalate the complaint to our Head Office to review and issue a full and final response within an additional 10 working days. In exceptional circumstances, the timeline may be delayed, and we will let you know if this is the case.

4. Follow-Up

We will follow up with you after the resolution to ensure you are satisfied with the outcome and to gather feedback for future improvements.

Independent Redress Schemes

If you feel that your complaint is unresolved after a reasonable time, you can refer to one of the following independent redress schemes:

1. National Code Complaints Procedure (The ANUK / Unipol National Code)

The Accreditation Network UK (The ANUK / Unipol National Code) incorporates the National Code of Standards for student accommodation. If your complaint relates to a breach of the National Code of Standards and has not been resolved satisfactorily, you can escalate it under the National Code procedures.

Procedure:

• First, you must have exhausted our internal complaints process.
• Then, you can submit your complaint to Unipol National Code through their website (If you are unhappy with the outcome of our complaints process, have not received a substantive response within 28 days of making your complaint, or where applicable, no later than 6 months from the end of your tenancy/licence agreement.

Visit The ANUK / Unipol National Code for more information and to lodge a complaint.

2. The Property Redress Scheme

If your complaint pertains to property management issues and remains unresolved, you can contact The Property Redress Scheme.

Procedure:

• Submit your complaint within 12 months of the issue arising, you will need to use the name of our parent company when referring to us – Student Castle Management Services Limited.
• The Property Redress Scheme will acknowledge receipt and provide a timeline for the investigation.

Details on how to lodge a complaint can be found here.

3. First Tier Tribunal for Scotland

For complaints specific to properties in Scotland, unresolved issues can be escalated to the First Tier Tribunal.

Procedure:

• After exhausting the internal complaints process, you can submit your complaint to the First Tier Tribunal, you will need to use the name of our parent company when referring to us – Student Castle Management Services Limited.
• The Tribunal will acknowledge receipt and provide a timeline for hearings and resolutions.

Information on how to proceed and their specific time frames can be found here.