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9 April 2008. Complaints by students rise 25%. Complaints by students against their universities have risen for a third year, the adjudicator has reported . . 19 May 2009. Student complaints rise sharply

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9 April 2008

Complaints by students rise 25%

Complaints by students against their universities have risen for a third year, the adjudicator has reported.


19 May 2009

Student complaints rise sharply

The university adjudicator for England and Wales received 900 complaints from students in 2008 - a rise of 23% on 2007 - but just 7% were upheld.


Academic appeals northumbria data
Academic AppealsNorthumbria Data


Recent appeals and complaints received by the school of law
Recent Appeals and Complaints Received by the School of Law

  • Misleading information

  • Allegation of bias

  • Timescale

  • Examination Board Decisions

    • Academic Misconduct

    • PECs


Student appeals and complaints good practice and some ideas on delivery

Student Appeals and Complaints:Good Practice and Some Ideas on Delivery

Linda Armstrong, Registrar, School of Law

Mike Adey, Student Appeals and Complaints Ombudsman


Outcomes
Outcomes

  • Trends; where we are going and likely changes on the horizon

  • What makes for good practice when dealing with an appeal or complaint

  • Examples of the nature of complaints/appeals recently received in the School of Law


The programme
The Programme

  • The National and University picture

  • Doing it Well

  • Criteria by which we will be judged

    • University processes

    • OIA criteria

    • Complaints theory

  • Good Practice in the Process

  • An Example of Practice: School of Law


The context for complaints
The Context For Complaints

  • Increasingly litigious society

  • Increasingly loud ‘Student Voice’

  • Link between fees and expected outcomes



Where are appeals and complaints going
Where are Appeals and Complaints Going?

  • Numbers will continue to increase

    • An ongoing trend

    • A tight job market places a premium on a good class of degree

    • Increased tuition fees will raise expectations


Increasing profile of student appeals and complaints
Increasing Profile of Student Appeals and Complaints

  • Publication of appeals/complaints data-the OIA thinking;

    • Publish summaries of OIA decisions, naming the university but retaining anonymity of students and staff

      and/or

    • Publish an annual summary of the total number of appeals/complaints received by each university and the number going to the OIA

  • Compensation levels likely to increase

  • Students to receive all documents viewed during the investigation of their case


Good practice 1
Good Practice (1)

  • Follow our regulations

  • Make reasonable decisions

  • Three dimensions to “procedural fairness”:

    • Procedural fairness (fairness of appeals/complaints policies)

    • Distributive justice (fairness of outcome)

    • Interactional justice (how treated)


Law school processes systems
Law School Processes/Systems

  • One-stop-shop approach

  • File management

    • Chronology

    • File notes

    • Responsibility

  • Shared drive

  • Meeting student expectations


Good practice 2
Good Practice (2)

  • Do not prejudge

  • Respond to every point the complainant makes

  • Explain your reasoning

    • Clear audit trails

  • Refer to evidence used

  • Explain what further opportunities for complaining remain


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