Not happy with something

We want to put it right. Here's how our complaints procedure works.

Email a complaint

  1. Talk to us first

    Most things get sorted with a quick chat. Message, email or WhatsApp the team and we'll try to fix it straight away.

  2. Put it in writing

    Still not right? Email hello@studentshack.co.uk with as much detail as you can.

  3. We acknowledge it

    We'll confirm we've got your complaint within 3 working days and send you a copy of this procedure.

  4. We investigate

    Our office manager reviews your file and speaks to the people involved. You'll get a written outcome within 15 working days of our acknowledgement.

  5. We review it

    Not happy with the outcome? Tell us. A senior member of the team will review everything and send a final viewpoint letter within 15 working days.

  6. Independent review

    If you're still not satisfied, you can ask The Property Redress Scheme to review it. You need to do this within 12 months of our final viewpoint letter, with your supporting evidence.

If you feel we haven't dealt with your complaint within 8 weeks, you may be able to go straight to The Property Redress Scheme without our final viewpoint letter.

Complain to The Property Redress Scheme