Register a Complaint
Customer service and commitment to our students is at the heart of what we do. We strive to get it right the first time, every time. But occasionally, things don’t go as planned. If this happens, we’d appreciate your feedback. Not only does it allow us to explain and apologize to you, but it also helps us to improve our product and service.
Most complaints can be dealt with verbally by our residence teams onsite. They will do their best to resolve the matter quickly, to your satisfaction. However, if you feel that your complaint has not been fully resolved, this policy sets out how to raise a complaint and how we deal with your complaint.
How to raise a complaint
If you experience problems within your residence, our service, or a member of our team, please take the time to let us know.
All complaints must be addressed in writing (including email) to the Manager of the space in the first instance.
All complaints must be made by the student themselves and not by a parent, guarantor or third party unless prior permission has been given or the third party is named on the lease for a third party to act on their behalf.
How we will deal with your complaint:
- Yugo will acknowledge receipt of your complaint within 3 working days.
- Yugo will carry out a full investigation into the issue(s) raised within your complaint, will seek the cause of the issue and take steps to ensure there is no further repetition
- Yugo will provide a full written response to you within 7 working days.