Glide Student & Residential operates a Quality Management System (QMS) that has been designed to conform to the requirements of ISO 9001:2015.
We are committed to providing a high-quality service to all our clients. 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 contact us with the details.
We aim to ensure that:
A complaint is when you tell us you are not happy about the service we provide.
It can be about anything and could include:
If you wish to make a complaint you can contact us in any of the ways listed below.
OUR SERVICE DESK:
You may also have been provided with alternate contact details which are specific to your accommodation location, and these can also be used to contact our Service Desk to make a complaint.
In writing to our Quality Management Representative:
Your complaint will be fully documented within our Customer Complaint report, and your complaint will be given a unique reference number immediately. All subsequent action will be documented as soon as is possible.
All complaints will be investigated by the appropriate teams, the Quality Management Representative and the Board of Directors (depending on the severity of the complaint). They will evaluate your complaint, provide a full response and, where appropriate, will propose corrective action within 10 working days.
If you are still unhappy with the response and feel you need to escalate your complaint, you can contact our Group Operations Director:
We will acknowledge receipt of your complaint within 2 working days.
We will issue a full response within 10 working days.
If there is a delay in responding we will keep you informed of our progress.
If we have not resolved your complaint to your satisfaction within 6 weeks, you can refer your complaint to Ombudsman Services as below.
If you're still not happy having followed the process above, and we've sent you a 'deadlock' letter or 6 weeks have passed since you complained, you can refer your complaint to Ombudsman Services.
Ombudsman Services provide a free, independent service for customers who aren't satisfied with the final outcome of their complaints.
Ombudsman Services can't deal with complaints about commercial policy (e.g. our prices or service availability). Nor can it deal with complaints from businesses with more than 10 employees.
If you complain to Ombudsman Services, you must do so within 6 months of receiving your 'deadlock' letter. If we haven't sent you a 'deadlock' letter, you must contact Ombudsman Services within 12 months of making your complaint to us.
You can contact Ombudsman Services at:
Please remember to reference Glide Group Ltd when contacting the ombudsman service.
Or complete an online complaints form at:
We are happy to receive any other comments on our service to customers to assist us with our continual improvement.