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Customer Care Process

Accommodation Services is committed to providing a high-quality service that meets the needs of our residents. We take all concerns seriously and aim to resolve issues promptly, fairly, and positively. If you have a comment or concern about any aspect of our service in Halls, we encourage you to raise it so we can assist as quickly as possible.

1. Raising a Concern (Informal Resolution)

Concerns should be raised informally in the first instance, ideally within a few days of the issue arising. You can contact the Halls Office via:

  • Email: halls@bangor.ac.uk
  • Phone: 01248 382667
  • In person: Monday–Friday, 9:00–17:00

Many issues can be resolved immediately at this stage by a member of staff.

2. Customer Care Process Stages

If a concern cannot be resolved informally, it will follow the staged escalation process below:

  • Stage 1: Reception Staff Member
  • Stage 2: Officer (Accommodation, Operations, or Residential Support)
  • Stage 3: Accommodation Services Manager (via a formal complaint)
  • Stage 4: Director of Student Life
  • Stage 5: Student Casework Manager (formal complaints)

Important notes:

  • Concerns escalated directly to Stage 3 or higher without first going through Stage 1 or Stage 2 will be redirected to Stage 2.
  • If the concern relates to any member of staff, it should be directed to the Accommodation Services Manager.

3. Formal Complaint Process

If the issue remains unresolved after informal attempts, a formal complaint may be submitted in writing to:

Accommodation Services Manager
Accommodation Services
Halls Office
Ffriddoedd Road
Bangor
Gwynedd
LL57 2GP

Response standards:

  • Acknowledgement within 3 working days
  • Investigation, action, and written response within 14 working days

If you remain dissatisfied with the outcome, details of the appeal process will be provided.

4. Third-party Representation

Complaints must be made by the student resident. A parent, guardian, or other third party may only act on the student’s behalf when the student has provided written permission.