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Complaints Code of Practice

Glide Student & Residential operates a Quality Management System (QMS) that has been designed to conform to the requirements of ISO 9001:2015.

We are committed to providing a high-quality service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

If you have a complaint, please contact us with the details.

We aim to ensure that:

- Making a complaint is as easy as possible
- We treat your complaint seriously
- We deal with your complaint promptly and in confidence
- We learn from complaints and use them to review and improve our service

What is a complaint?

A complaint is when you tell us you are not happy about the service we provide.

It can be about anything and could include:

- When we do not deliver a service on time
- When we give you the wrong information
- When you receive a poor quality service
- When you have a problem with a member of staff

How to make a complaint

If you wish to make a complaint you can contact us in any of the ways listed below.


Telephone: 0333 123 0115

You may also have been provided with alternate contact details which are specific to your accommodation location, and these can also be used to contact our Service Desk to make a complaint.


In writing to our Quality Management Representative:

Head of Quality Management
Rivermead Court
North Somerset
BS21 6FT

Telephone: 01275 793400
Fax: 01275 793401

Your complaint will be fully documented within our Customer Complaint report, and your complaint will be given a unique reference number immediately. All subsequent action will be documented as soon as is possible.

All complaints will be investigated by the appropriate teams, the Quality Management Representative and the Board of Directors (depending on the severity of the complaint). They will evaluate your complaint, provide a full response and, where appropriate, will propose corrective action within 10 working days.

If you are still unhappy with the response and feel you need to escalate your complaint, you can contact our Group Operations Director:

Group Operations Director
Rivermead Court
North Somerset
BS21 6FT

Telephone: 01275 793400

Response times

We will acknowledge receipt of your complaint within 2 working days.

We will issue a full response within 10 working days.

If there is a delay in responding we will keep you informed of our progress.

If we have not resolved your complaint to your satisfaction within 6 weeks, you can refer your complaint to Ombudsman Services as below.

What you can do if you’re still not happy

If you're still not happy having followed the process above, and we've sent you a 'deadlock' letter or 6 weeks have passed since you complained, you can refer your complaint to Ombudsman Services.

Ombudsman Services provide a free, independent service for customers who aren't satisfied with the final outcome of their complaints.

Ombudsman Services can't deal with complaints about commercial policy (e.g. our prices or service availability). Nor can it deal with complaints from businesses with more than 10 employees.

If you complain to Ombudsman Services, you must do so within 6 months of receiving your 'deadlock' letter. If we haven't sent you a 'deadlock' letter, you must contact Ombudsman Services within 12 months of making your complaint to us.

You can contact Ombudsman Services at:

Ombudsman Services : Communications
PO Box 730

Telephone number: 0330 440 1614

Please remember to reference Glide Group Ltd when contacting the ombudsman service.

Or complete an online complaints form at:


We are happy to receive any other comments on our service to customers to assist us with our continual improvement.