Complaints

If you are unhappy, please tell us.

We know that occasionally things do go wrong and we welcome the opportunity to deal with these situations quickly and put things right.

In cases where an informal solution cannot be found, or if you’re not happy with the first response you receive, you can make a semi-formal or formal complaint.

Feedback from alumni, friends and members of the public is appreciated. If you’d like to send us feedback or comments that aren’t a complaint you can do so in writing to Office of Philanthropic Partnerships and Alumni, University of York, York YO10 5DD, United Kingdom, by email via alumni@york.ac.uk or by phone 01904 324467.

Complaints Procedure

Stage 1 (informal) – If you can, talk to a member of the Office of Philanthropic Partnerships and Alumni staff. Anyone experiencing a problem is advised to report it to a staff member as soon as possible. This can be done in person, by phone, by email or post.

If we cannot resolve the problem immediately, we will aim to get back to you within three working days, where possible using the same means that you used to send your complaint. If we cannot respond within three working days, we will contact you to inform you of this.

Stage 2 (semi-formal) - If you are not satisfied with our response, please get back in touch, either by responding to the reply we have sent you, or by writing directly to the Director of Philanthropic Partnerships and Alumni.

Semi-formal complaints are to be used if:

With a YorkSpace account, you can:

  1. You are not satisfied with the response you received to your original complaint.
  2. You believe a member of Office of Philanthropic Partnerships and Alumni staff acted inappropriately.
  3. A member of staff believes the nature of the complaint is too serious for the informal process.

Stage 3 (formal) – In the unlikely event that your complaint is still unresolved, you can use the Formal Complaints Procedure by completing a formal complaint form and sending to the Registrar and Secretary’s Office.

Formal complaints are to be used if:

  1. You are not satisfied with the response you received from the Director of Philanthropic Partnerships and Alumni to your complaint.
  2. You believe the Director acted inappropriately.
  3. The Director believes the nature of the complaint is too serious for the semi-formal process.

At the end of the process we will contact you to check that we have answered all the points you have raised. If your complaint is upheld, we will also check that you are happy with the outcome.

All complaints will be treated impartially, as set out in the Office of Philanthropic Partnerships and Alumni Complaints Policy.