The Student Room complaints procedure

At The Student Room, we are committed to providing excellent support to all our users. If you are dissatisfied with any aspect of your experience, we want to hear from you so we can address your concerns promptly and effectively. This document outlines our complaints procedure.

The purpose of this procedure is to ensure that complaints are handled consistently, fairly, and with transparency. We aim to resolve complaints as quickly as possible while learning from the feedback to improve our services.

If you have a complaint, please follow these steps:

Step 1: informal resolution

• Contact our support team via our online forum (Ask the Community Staff) or via our support email [email protected].
• Clearly outline the issue, providing relevant details such as dates, usernames, or links if applicable.
• Our team will aim to respond to your concern within three working days and work with you to find a resolution informally.

Step 2: formal complaint 

If your concern is not resolved informally, you can submit a formal complaint:

• Email us at [email protected] with the subject line "Formal Complaint."
• Provide a detailed explanation of the issue, including:
  • Your contact information.
  • A summary of previous communication and responses.
  • The resolution you are seeking.
• A member of our management team will acknowledge receipt of your complaint within two working days.

• Investigation: Your complaint will be thoroughly investigated. Depending on the complexity, we may reach out for additional information.
• Resolution: We aim to provide a written response with a resolution within 10 working days. If more time is required, we will keep you informed with regular updates.
• Outcome: Our response will include details of the investigation, the decision, and any steps we will take to address the issue.

If you are not satisfied with the outcome of your formal complaint, you may request an internal review by a senior manager. To do this:

• Reply to the outcome email with the subject line "Request for Escalation."
• Provide reasons why you believe the outcome was unsatisfactory.
• We aim to complete the review and provide a final response within 15 working days.

We review complaints regularly to identify trends and opportunities for improvement. Your feedback helps us enhance our services and prevent future issues.

• Support team email: [email protected] 
• Formal complaints email: [email protected] 
• Online contact forum: Ask the Community Staff
• Postal address: The Student Room, Floor 6, Tower Point, 44 North Road, Brighton, England, BN1 1YR

Thank you for bringing your concerns to our attention. We value your input and are dedicated to resolving complaints efficiently and professionally.