What is your complaints procedure?
Any complaint by the Host Family should be made in writing to HFS London’s Accommodation Manager. HFS London will aim to resolve all issues promptly and to the satisfaction of all concerned. We also undertake to act impartially to mediate between the student, Host Family, school and any other party involved.
When investigating any complaint by a guest, HFS London may be required to carry out a re-inspection visit at the home of the Host Family at short notice. In this scenario we would ask for your co-operation to arrange a mutually convenient time to do this.
HFS London reserves the right to move any student should a complaint be made by either Host Family or student.