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Complaints Procedure

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please put it in writing, including as much detail as possible to complaints@stayclever.co.uk. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter).

What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the operations team who will review your file and speak to the members of staff and subcontractors who dealt with you. A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgment letter.
  • If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
  • If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review.

The Property Ombudsman Ltd
Milford House
43-45 Milford Street Salisbury
Wiltshire
SP1 2BP
01722 333 306
www.tpos.co.uk

Please note the following:

You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case. The Property Ombudsman requires that all complaints are addressed through this in-house procedure, before being submitted for an independent review.

Client Relationship Policy

In pursuit of our vision of service excellence and quality, Clever has drafted a client relationship policy that sets out how we deal with our clients and any complaints:

Equality & Diversity

At Clever we value our clients and will treat everyone we encounter as we would wish to be treated, with respect and integrity, irrespective of their gender, sexual orientation, age, race, beliefs, culture, chosen lifestyle, or disability.

At Clever staff are trained and have knowledge of equality and diversity practices to ensure that commitments to equality policies are met for all of our clients.

At Clever, all procedures for the allocation of accommodation comply with equality policies and in accordance with the law. As part of our commitment to assist those with disabilities, charges for rooms adapted for use by students with disabilities will not exceed the normal room rate for that development.

Code of Conduct

At Clever, we will conduct our business with our clients in a professional, courteous, and diligent matter at all times.

At Clever, we will provide high-quality services from knowledgeable, skilled, and motivated staff.

At Clever we will communicate with our clients clearly and in a timely manner regardless of medium, doing what we say we will do when we say we will do it.

At Clever, we will respect our client’s confidentiality and maintain records in accordance with data protection principles.

At Clever, we will conduct our business with our clients with due regard to appropriate laws and regulations.

At Clever, we will actively seek to build and maintain positive relationships with our clients and see to resolve any disputes and/or complaints efficiently and effectively.