Concerns and complaints
Concerns and complaints about the University (including accommodation)
York St John University is committed to giving you the best learning experience possible. Find out how we will address problems and seek to resolve these with you.
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We pride ourselves on being a responsive and supportive organisation and in listening to our students. We recognise that sometimes you may encounter problems and below you can learn more about how these will be addressed.
Support and advice
The Student Casework team can answer general questions about the complaints process. You can contact them at casework@yorksj.ac.uk.
The Students' Union can provide independent advice and support in making your complaint: Students' Union website.
Feedback and expectations
The University welcomes your feedback. There are a number of ways to contribute your views constructively, including through your programme representatives, the Students' Union, and through student evaluation surveys.
If would like to raise a specific complaint outside of our feedback methods, find out more below.
Expectations
Our expectations for the University, our students, and the Students' Union are set out in our Student Charter.
Making a complaint
You may be dissatisfied with an element of your university experience. This could include things like:
- Academic or other University services
- Teaching or supervision
- Facilities
- York St John University accommodation
You can make a complaint by filling out the complaint form and emailing it to casework@yorksj.ac.uk. Jump down the page to the forms and documents section.
Who can make a complaint
All current students at York St John University can raise a complaint about their university experience. You can also make a complaint if you have withdrawn or graduated from the University, provided the complaint fits within the time-frame set out below.
Time-frame for making a complaint
You should raise any concerns or complaints as soon as possible, and within 3 months of an incident occurring, so that they can be dealt with effectively.
Complaints must be sent within 3 calendar months of the incident or the conclusion of the level 1 discussions relating to it. The University Complaints Officer has the discretion to permit late complaints to be considered, either because there are exceptional circumstances justifying the late submission of the complaint, or because the exceptional nature of the complaint means that it should still be considered.
How we address your complaints
We have a 3 stage approach to addressing complaints related to your university experience.
- Level 1: Local resolution
- Level 2: Formal complaint
- Stage 3: Review
Full details are outlined in our Student Complaints Policy and Procedure, which is available below.
Level 1: Local resolution
If something has gone wrong, we recommend first raising your concern at the place where it arose to try to put things right, which is usually within the Academic School or with the service concerned. For example, you could raise your concern with the Programme Lead or the Head of School.
We believe that dealing with small problems or areas of concern as they arise will often prevent them becoming larger problems which are harder to resolve. If you do not feel it is possible to seek a local resolution, you may request a Level 2 investigation, however please be aware that your complaint might be directed to Level 1 for local resolution in the first instance.
When raising your concern, you should clearly state the resolution you are seeking. For example:
- An apology or explanation
- A practical remedy or change (requesting a service be improved, missed teaching to be rescheduled, or a maintenance issue in accommodation to be fixed)
- Improved communication or support (asking for clearer information in the future, more regular updates, or additional academic or wellbeing support)
Level 2: Formal complaint
If you believe your concerns have not been properly addressed locally or it is not appropriate to seek local resolution, you may request that the University investigates the matter under our formal complaints procedure.
You can do this by submitting a complaint form to casework@yorksj.ac.uk. Forms are available in the Documents section of this page.
The University Complaints Officer will review your report and confirm whether it has been accepted as a formal complaint for investigation. We may ask you for further details or evidence at this stage to make sure we fully understand your concerns.
If your report is not accepted for investigation you will be informed of the reasons why.
When a report has been accepted under our formal complaints procedure the University Complaints Officer will appoint an Investigating Officer. This will be a member of staff who has no prior involvement who will look into your concerns. They will consider all appropriate facts and evidence, and complete a report explaining their findings. You will be contacted by the Investigating Officer for more information to help them during this process.
The Investigating Officer's report will include recommendations to the University Complaints Officer. The Complaints Officer will review the report and specify an outcome. You will receive a copy of the report and you should receive this within 8 weeks from the date your complaint was accepted.
Stage 3: Review
If you are not satisfied with the outcome of the report you may ask for a review of the findings. To request a review, complete the Complaint Review form and send it to casework@yorksj.ac.uk within 10 working days from when you received the complaint report. Forms are available to download in the Documents section of this page.
You can request a review for the following reasons:
- If you have new evidence that you were unable to provide, with good reason, during the level 2 investigation; or
- If you have evidence that the level 2 procedure was not properly followed.
Reviews are referred to the University Vice Chancellor, or their nominee. You will normally receive a response within 10 working days and will be informed if the review will require more time. The University will keep you informed of any further actions taken as part of the review, which may include further enquires, or additional recommendations to address your complaint.
Completion of Procedures Letter and OIA
If the University Vice Chancellor or their nominee upholds the original outcome, or if you do not accept an alternative outcome, you will be sent a 'Completion of Procedures' letter saying you have come to the end of the York St John University complaint procedure.
If you remain dissatisfied, you may seek an independent review by the Office of the Independent Adjudicator for Higher Education (OIA). The OIA is an independent body established to consider student complaints which have not been resolved internally. More information can be found on the OIA website.
