Complaints Procedure
Students Affair is dedicated to providing excellent services to its clients across all areas of its operations. Our client care policy aims to:
- Offer a service that is friendly, supportive, and responsive to your needs
- Disseminate relevant, accurate, and up-to-date information
- Address your inquiries promptly and efficiently
- Maintain timely and professional communication with integrity and fairness
- Treat you with courtesy, respect, and consideration at all times
- Create a pleasant and welcoming environment
- Foster good relationships and establish rapport
- Strive to exceed your expectations and ensure your satisfaction
We consistently work towards delivering our services in accordance with the aforementioned policy, and we are committed to providing complete satisfaction. However, in the unlikely event that we fall short of your expectations, we encourage you to provide constructive feedback. This will provide us with an opportunity to enhance the services we offer and the way we deliver them.
Making a complaint
If you are not satisfied with our actions, lack of actions, or the level of service we have provided, you have the option to express your concerns through a verbal complaint. We encourage you to discuss your concerns directly with the relevant staff member involved, as many complaints are resolved promptly through immediate communication, often stemming from misunderstandings. If your complaint cannot be resolved immediately, you also have the option to submit a written complaint in person, by post, or via email to info@www.studentsaffair.co.uk. In order for us to address your complaint effectively, we kindly request the following information:
- Your full name and contact details.
- A detailed description of your complaints.
- The specific time, date, and location of the event, as well as the staff members involved.
- Any supporting evidence you may have to substantiate your complaints.
- Your desired resolution for the matter.
To ensure timely corrective measures and minimize your dissatisfaction, we recommend submitting your complaint within four weeks of the event.
Our complaints resolution procedures
Upon receipt of your complaint, we will record it, the issue raised and find out the justification of your complaint within 3 working days. We will follow a complaint investigation procedure and in this process may need to talk to you over the phone or meet you in person. We aim to give you our decision within 20 working days and resolve the matter up to your satisfaction. Please accept our apology in advance for your dissatisfaction. We thank you for raising your concerns with us – this give us the chance to be more involved with you, learn great things from you and enrich our client experience hugely with positive notes.