Complaints procedure

The University Immigration Advice Service (IAS) aims to provide service of a standard that meets the needs of our client group. If we fail to do this we would like to know about it as soon as possible. This will enable us to not only deal with the specific problem, but also to avoid it happening again.

We will always aim to resolve complaints on an informal basis where possible so, initially, complaints should be taken up with the Immigration Adviser dealing with the case. They will try to solve the problem quickly and informally. The client should expect an acknowledgement of their complaint within three working days. If the complaint is resolved informally with the Adviser, a note of this will be made on the client's IAS file.

If a client feels the Adviser has not dealt with their complaint satisfactorily and they wish to discuss the matter further, they should put their complaint in writing to:

Director of Student Life and Wellbeing
Grimston House, University of York
Heslington, York, YO10 5DD   

The Director of Student Life and Wellbeing will investigate the complaint and attempt to resolve it. They may delegate any aspect of the investigation to a nominee.

The Director of Student Life and Wellbeing will ensure that all complainants receive a response in writing within 20 working days of the complaint being received. The written response will summarise what investigation has been carried out and what action, if any, is proposed to resolve the matter. A copy of the response will be kept with the complaint and a copy will be placed on the client's IAS file.

If a client considers that the matter is not resolved by this stage they should follow the formal stage of the University complaints procedure.

The immigration advice given by the University IAS is also subject to the national complaints scheme operated by the Office of the Immigration Services Commissioner (OISC).  Clients can make a complaint to the Commissioner at any time during this process whether or not they have made a complaint to the University. Details about the scheme and how to complain are available from:

The Office of the Immigration Services Commissioner
5th Floor, 21 Bloomsbury Street
London, WC1B 3HF 
Tel: 0345 000 0046