Although we strive to make sure we provide the very best service to you at all times, we realise that we aren't perfect. If we do make a mistake or you are unhappy, we need to make sure we can deal with the situation as best as possible.
If something is not quite right, or you feel like you’ve been waiting for something from us for too long, normally the quickest way to get it resolved it to call or email the person you normally speak to at Purple Frog. They will be happy to put things right for you.
Making a formal complaint
If the issue you've experienced has caused a serious grievance, you can report the matter as a formal complaint.
In line with The Property Ombudsman's Terms of Reference, complaints will only normally be considered if made within twelve months of the issue occurring.
You can make your complaint via:
Post: Complaints, Purple Frog, 2nd Floor, 47 Calthorpe Road, Birmingham, B15 1TH
Phone: 0121 227 4188
Face to Face: Make an appointment at your local office.
What happens next?
We aim to acknowledge all formal complaints within 3 working days.
We will then conduct an investigation and respond to you in writing as soon as possible but no longer than 14 working days.
If for any reason we are unable to respond fully within 14 working days, we will contact you in writing with an explanation and revised timescale.
When making a complaint, please provide as much information as possible. This will enable us to resolve the issue as quickly as possible.
Who will respond?
Our Complaints Coordinator will allocate your complaint to an appropriate manager within the company who will conduct the investigation and respond directly to you.
Still not happy?
In the event that you are not happy with the initial response to your formal complaint, you can request that it is escalated. Please use the contact details above to do this.
You must send your request to escalate within 20 working days of receiving our initial response.
Our Complaints Coordinator will assign your complaint to a member of our senior leadership team who will aim to respond to you within a further 10 working days.
After our final response
If after receiving our response to your complaint you feel the issue has not been resolved, you are advised to contact The Property Ombudsman (details below). This organisation will independently assess your complaint.
The Ombudsman will only deal with referrals within 6 months of our final response.
The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP
Tel: 01722 333306
If you are one of our tenants who lives in purpose-built student accommodation, you can also escalate your complaint to ANUK.
The National Codes Administrator, c/o Unipol Student Homes, 155-157 Woodhouse Lane, Leeds LS2 3ED