At Yara Students, we are committed to providing students with safe, welcoming and well-managed accommodation. We value feedback and take all complaints seriously, using them as an opportunity to address concerns, improve our services and enhance the student experience.
We aim to handle every complaint fairly, consistently, respectfully and transparently. No student will be treated unfairly for raising a genuine complaint.
Students may raise complaints about any aspect of their accommodation or the services provided by Yara Students, including:
Any immediate risk to health or safety should be reported to the site management team without delay. In an emergency, call 999.
All complaints must be submitted through the following two channels:
1. By email
Send your complaint to info@yarastudents.com.
2. At reception
Record your complaint in the Complaints Log Book, which is available at the reception desk at your Yara Students accommodation.
Students are required to use these channels to ensure that complaints are formally recorded and can be reviewed and tracked by the management team.
When submitting a complaint, please include:
If you need assistance submitting a complaint or require reasonable adjustments to access the process, please contact the site management team.
All complaints received through either channel will be reviewed and handled in accordance with this policy.
Yara Students aims to acknowledge all complaints promptly and provide a clear and timely response.
We aim to acknowledge each complaint within three days of receipt and provide a substantive written response within 10 days of receipt. Our response will explain the outcome of our investigation, the reasons for our decision and any actions that will be taken.
Where a complaint is complex and cannot reasonably be fully investigated within 10 days, we will inform the complainant in writing within that period, explain why additional time is required and provide an expected timescale for the full response.
Complaints submitted to info@yarastudents.com and complaints recorded in the Complaints Log Book at reception will be handled through the same process and monitored to ensure that appropriate response times are met.
Upon approval of Yara Students’ membership of the ANUK National Code, we will ensure that our complaints-handling procedures comply with the applicable requirements of the Code, including the relevant acknowledgement and response timescales.
Every complaint will be considered objectively and handled by an appropriate member of the Yara Students management team.
Depending on the nature of the complaint, the investigation may include:
We will seek to understand the circumstances fully before reaching a decision. Complaints will be handled respectfully, and information will be treated confidentially as far as reasonably practicable and in accordance with applicable data protection requirements.
Information may be shared with relevant individuals where necessary to investigate or resolve the complaint.
Once the investigation is complete, Yara Students will provide a written response explaining the outcome and the reasons for the decision.
Where action is required, the response will set out:
Where an agreed resolution or settlement is reached, Yara Students will take the necessary steps to implement it within the applicable timescale required by the ANUK Code.
If a complaint is not upheld, we will explain the reasons for the decision.
If you are dissatisfied with the outcome of your complaint, you should contact info@yarastudents.com, explaining which aspects of the decision you disagree with and why.
Where appropriate, the complaint may be reviewed by a more senior member of the management team or by someone who was not directly involved in the original decision.
We will explain the outcome of any further review and advise you of any other relevant routes available to you.
Students may also seek advice or assistance from their educational institution, students’ union or an appropriate independent advice service, where applicable.
A complaint may be submitted by a student’s authorised representative, provided appropriate authorisation is available where the complaint involves the student’s personal information or circumstances.
Complaints from authorised representatives will be handled fairly and consistently with other complaints, subject to applicable confidentiality and data protection requirements.
Yara Students maintains a record of complaints received, including complaints recorded in the reception Complaints Log Book and complaints submitted to info@yarastudents.com.
Records may include:
Complaint records will be handled in accordance with applicable data protection requirements and retained in line with relevant record-management procedures.
The management team will review complaints to identify recurring issues, monitor the effectiveness of resolutions and identify opportunities to improve accommodation, services and management practices.
Yara Students is committed to ensuring that the complaints process is:
This policy will be reviewed periodically and updated where necessary to reflect changes to Yara Students’ services, complaint-handling procedures and applicable requirements.
All complaints must be submitted using one of the following channels:
Email: info@yarastudents.com
In person: Record your complaint in the Complaints Log Book at the reception desk of your Yara Students accommodation.
Please use one or both of these channels to ensure your complaint is formally recorded and can be followed up by the management team.