Our Commitment

  • iQ endeavours to provide a good service at all times, however we accept that occasionally we do not always get things right first time
  • iQ has a positive approach to complaints and regards complaints as an opportunity to receive feedback on our accommodation and services
  • iQ will strive to resolve complaints at the earliest point
  • iQ will respond to all complaints in a professional and courteous manner. All complaints will be resolved promptly and iQ will endeavour to reach a satisfactory conclusion for both parties
  • iQ will review how it delivers its service as a result of complaints that are received and will make changes and improvements where necessary
     

How to make a Complaint:

  • You can make a complaint in writing (by letter or email), by phone, or in person. We would strongly encourage you to initially raise your complaint in person, either by phone or at Reception. Our staff will endeavour to resolve your complaint at this initial point of contact. If this is not possible then your complaint will be dealt with in accordance with the stages set out below.
  • All complaints must be made directly to the site that you have been dealing with. Any complaints that are sent to Head Office will be redirected to the relevant site for them to investigate in the first instance.
     

Complaints Process

  • Stage 1
    Complaints will initially be dealt with at Stage 1. Your complaint will be investigated by the site Operations Manager and we will endeavour to provide a written response within 7 days of receiving your complaint. If you do not believe that your complaint has been treated fairly and correctly you can escalate your complaint to Stage 2, however you must state why you do not think your complaint has been treated fairly.
 
  • Stage 2
    At Stage 2 your complaint will be investigated by the Regional Operations Manager. We will endeavour to provide a written response within 7 days of receiving your complaint. If you still do not believe that your complaint has been treated fairly and correctly you can escalate your complaint to Stage 3, however you must state why you do not think your complaint has been treated fairly.
  • Stage 3 
    Stage 3 is the final stage of the Complaints Procedure. At Stage 3 your complaint will be addressed by the Regional Operations Director. You will be notified of their decision in writing, normally within 7 days of receiving your complaint. The decision of the Regional Operations Director is final - there is no further right of appeal
 
ANUK
If a complaint has been deemed to be a breach of the ANUK code and the tenant or tenant’s representatives are still unhappy with the outcome having exhausted our own process, the complaint can be referred to National Codes Administrator,. The complaint must be made in writing and must be submitted within six months after the end of the tenancy. Your complaint can be sent to:
 
National Codes Administrator
155-157 Woodhouse Lane
Leeds
LS2 3ED
 

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