2020 saw the largest number of student complaints on record, with The Office of the Independent Adjudicator (OIA) reporting 2,604 student complaints registered across the year, a rise of 10% on the previous year. The COVID-19 pandemic has further exacerbated the volume of complaints, with the OIA reporting over 900 complaints in 2020 relating to the impact of the pandemic.

In 2019 over £745,388 was given in total compensation. As students become increasingly aware of their consumer rights, it is vital that universities and other higher education institutions have transparent and effective complaint processes.

This event will examine the role of higher education institutions in the complaint process, ensuring an accessible and fair process for students when making a complaint, transparency in how the complaint is handled and a satisfactory outcome for both parties. It will explore the impact of COVID-19 on student complaints, examining trends and patterns.

Attendees will hear the latest updates from policymakers and senior bodies, as well as practical case study examples from institutions on their involvement with student complaints, best practices for good outcomes. With student complaints steadily increasing year on year, it is vital that universities take the lead on ensuring fair and comprehensive complaints systems.