Comments, Compliments and Complaints

We value and recognise the importance of our customer comments, compliments and complaints and welcome them.  Any feedback given to us will be used to improve the service we provide.

We hope you are enjoying your time on campus.  Your halls team is there to make sure that everything runs smoothly, but sometimes we don't get it right and sometimes things can go wrong.

You can let us know your comments or compliments by email:  accommodation@keele.ac.uk

  • To let us know what you think about our service

  • You have ideas on how we can improve

  • You would like to let us know that you are pleased with the service or facilities

If you want to make a complaint

If this happens, you can let us know in a number of ways, so that we can sort things out as soon as possible. In the first instance, you should contact your Accommodation Services Manager to try and sort out the problem informally – their contact details are on your Room Information Card and on the Halls of Residence web pages.  

If not you should then go to the University Complaints Procedure to seek a resolution.  The stages are listed below.

 Stage 1

If, in your opinion, a complaint cannot be resolved immediately and informally with the Accommodation Services Manager, then you can make a complaint formally within a three months of the event concerned by:

  • Filling in the Student Complaints form available on the University's website.  The form can be found in COMPLAINTS PROCEDURE (Regulation26) Guidance Notes - Keele University.  You should send the form to accommodation@keele.ac.uk.  If you would like assistance with completing the complaints form, contact ASK in the Students' Union.  Only complaints submitted on the complaints form can be accepted. 
  • The person dealing with your complaint will contact you and notify you of any immediate action being taken, and give a date by which the investigation will be complete.  If the investigation cannot be completed by the expected date, the person dealing with the complaint will let you know.
  • When the investigation is complete the person dealing with your complaint will write to you with the outcome.  If the complaint is upheld an indication of the outcome should be given.

 Stage 2

If it is inappropriate to contact the member of staff directly, it is of an appropriate level of seriousness or it meets the required grounds for escalation (as detailed in Regulation 26: Student Complaints) from Stage 1, a complaint may be submitted to Stage 2. Your complaint must be submitted on the University's Student Complaints form available at COMPLAINTS PROCEDURE (Regulation26) Guidance Notes - Keele University

  • If you have already complained at Stage 1, there will be information on how to progress your complaint in the outcome letter.
  • The person investigating your complaint will acknowldge your complaint, will give a date by when the investigation will be complete and will respond to the complaint in writing with details of the findings, indicating if the complaint is upheld and what the outcome will be.

 Stage 3

If you are not satisfied at the end of Stage 2, you should refer to the University complaints procedure for further information.

What you can expect from our Complaints Procedure

  1. You will be kept informed about progress in resolving the issue
  2. All complaints are taken seriously and every effort will be made to resolve things as soon as possible
  3. If you make a serious complaint, it will be handled with sensitivity and confidentiality
  4. All feedback will be used to assist with our ongoing improvements