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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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Presentation Transcript
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.

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

  • 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


    • 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