How to make a complaint about halls

Complaints should be raised as soon as possible and within three months of the issue occurring. If you are unable to resolve your issue through your Hall Manager, you can contact the Customer Services Manager by email at studentliving-housingteam@derby.ac.uk.  If you are still unhappywith an issue, you can make a complaint through the University's formal complaint procedure.

Formal complaint

Complete an online Complaint Form. You can do this by going on Udo and clicking on the complaints link. This will be sent to the University, who will appoint an investigator. You will normally be asked to meet with the investigator and you should receive a written response within 20 working days unless you’re advised otherwise.

Complaint review

If you’re not satisfied with the response you receive you can ask for the matter to be reviewed by the Pro Vice-Chancellor. This can also be done on the online form. You need to tell the University clearly why you’re dissatisfied and you will be asked to provide further information or evidence.

For more guidance on when and how to use the complaints procedure contact the Central Student Complaints Administration Team. Information available at www.derby.ac.uk/complaints.

Taking your complaint further

If the University can’t resolve your complaint to your satisfaction, the Office of the Independent Adjudicator provides an independent scheme for the review of student complaints. You need to submit your complaint to them within twelve months of completing the full university complaints procedure as outlined here.

Further information is available from the OIA at www.oiahe.org.uk or OIA, Second Floor, Abbey Gate, 57-75 Kings Road, Reading, RG1 3AB.