Any initial concern needs to be addressed to our Branch Manager and sent to the following address:

FAO: Branch Manager
YourNest
44 North Lane
Leeds
LS6 3HU

We will then:

• Acknowledge the complaint within three working days of receipt.
• Respond with a full written response within 10 working days of receipt of the complaint following a full investigation.

If you wish to raise a concern in confidence, please make this clear when submitting your complaint. We will take reasonable steps to protect your confidentiality and ensure your concerns are handled sensitively.

Confidential Concerns and Complaints About Staff

We recognise that residents may wish to raise concerns in confidence or may have concerns relating to the conduct of a member of staff.

Where a complaint relates to the conduct, behaviour or actions of a member of staff, the individual concerned will take no part in the consideration, investigation or outcome of that complaint. The complaint will instead be reviewed by an appropriate manager who is independent of the matter being raised to ensure a fair and impartial process.

Stage 2: Escalation

If you believe your complaint has not been sufficiently resolved, you can contact our Managing Director who will review your complaint in full and independently investigate all areas of concern. They should be contacted in writing to the following address:

FAO: Company Director
YourNest
44 North Lane
Leeds
LS6 3HU

A full and comprehensive response will be sent back to you within 30 days of receipt of the complaint.

Where a complaint concerns a member of staff, the individual named in the complaint will not be involved in the investigation, review or outcome of the complaint.

Stage 3: ANUK/Unipol National Code Complaints Process

YourNest is a member of the ANUK/Unipol National Code for Larger Developments.

If:

• You remain dissatisfied with the outcome of our internal complaints procedure; or
• You have not received a response to your complaint within 28 days of lodging it with us,

you may refer your complaint to the National Code’s independent complaints process through the Codes Complaints Investigator.

Further information about the National Code complaints procedure and details on how to submit a complaint can be found here:

https://www.nationalcode.org/for-students/problems-complaints/

Residents are encouraged to follow the YourNest complaints procedure in the first instance. However, where no response has been received within 28 days, a complaint may be referred directly to the Codes Complaints Investigator.

Stage 4: Property Redress Scheme

Following Stage 2, and once it has surpassed 8 weeks from the initial complaint, if you are still dissatisfied and believe your complaint has not been resolved sufficiently, you can contact the Property Redress Scheme, which is a free and independent service.

Further information can be found at:

https://www.theprs.co.uk