Dispute Resolution Policy

If you have a concern or complaint, you can raise it in confidence by emailing disputeresolution@megaclose.com or writing to us at 1 Mansfield Road, Nottingham NG1 3FB. We will acknowledge all contact and/or complaints within 3 days of receiving it and will provide a substantive written response to the complainant within 10 days or, where matters are complex then, within that 10 days will write to the complainant explaining why a longer period of consideration is necessary, together with an anticipated time when a full response can be provided.

All complaints are treated confidentially and only shared with those directly involved in resolving them.

Where a complaint relates to the conduct of a member of staff, that person will take no part in the investigation, assessment, or decision on the outcome. In these cases, complaints should be addressed to Austen Fletcher, who will oversee the matter independently. If your complaint concerns Austen Fletcher directly, please contact Paul Brady instead.

If you remain unhappy with the outcome, or have not received a response within 28 days, you can escalate your complaint to the ANUK/Unipol National Code as detailed below.

Where disputes arise with tenants, Megaclose will ensure that:

• We will accept contact from tenants (or their authorised representatives) by any appropriate method including telephone calls, email disputeresolution@megaclose.com or face-to-face discussions
• We will acknowledge all contact and/or complaints within 3 days of receiving it and will provide a substantive written response to the complainant within 10 days or, where matters are complex then, within that 10 days will write to the complainant explaining why a longer period of consideration is necessary, together with an anticipated time when a full response can be provided.
• Our response will confirm the actions we propose to take and the overall timetable we aim to achieve.
• Any settlements, or agreements, reached are recorded and honoured within a defined period of the settlement
• The closure of disputes will be recorded to provide a clear audit trail of the actions taken to resolve the dispute.
• We will maintain courteous, professional relations with tenants at all times during any dispute

Megaclose are also part of ANUK/Unipol National Code, which is a National code of standards for Larger Developments for student accommodation not managed and controlled by educational establishments.

This Code establishes a set of specific standards with particular relevance to larger developments tenanted by students.

Megaclose are pleased to be part of ANUK/Unipol National Code and will abide by the ANUK/Unipol National Code and will endeavour to promote higher standards in student accommodation.

You can also find more information on the ANUK/Unipol National Code website www.nationalcode.org

The ANUK/Unipol National Code is a voluntary scheme and, as members of it we have committed to meet the standards set out in their code.

If you have raised a complaint directly with us and, and the breech of the code doesn’t get rectified to your satisfaction, then you may submit a complaint to the National Code. Before you do so, check the FAQs on their website to check that your complaint meets their criteria. You find answers will also find answers to some other common queries there – 
https://www.nationalcode.org/for-students/guidance-faqs/

Their Code Complaints Investigator will assess your complaint and check it falls within the remit of the scheme and respond with appropriate guidance.

You can expect to receive a reply from the National code no later than two weeks and any breech of their code resolved within four weeks of it being reported in writing. A link to the National Codes Complaints process is here – https://www.nationalcode.org/for-students/problems-complaints/