Effectively Tackling Student Complaints in Higher Education 2022
Online Event 26 January 2022, 9:00am - 3:00pm
Day 1
9:00am
Online Registration
9:30am
Chair’s Welcome Address
Rosella Cottam, Member, Institute of Government and Public Policy
9:40am
Keynote Address: Outlining Policy And Best Practice For Addressing Complaints Arising From The Effects of Covid-19
- Providing guidance for providers and students on approaching issues that may arise in the new and evolving environment
- Enabling providers to work with their students to explain the practical constraints they are under and listen to and resolve students’ concerns
- Ensuring clear communication to ensure that students know what to expect as the national situation continues to change and develop
- Taking into account consumer legislation and relevant guidance from the Competition and Markets Authority (CMA), Office for Students (OfS) and Quality Assurance Agency (QAA)
- Using the ‘Good Practice Framework: handling complaints and academic appeals’ to streamline the complaints and appeals process
Jo Nuckley, Head of Outreach and Insight, Office of the Independent Adjudicator (OIA)
10:10am
Keynote Address: Providing Guidance In The UK Quality Code To Underpin The Handling Of Concerns, Complaints And Appeals
- Improving the student experience systematically by using learning from concerns, complaints and appeals
- Designing concerns, complaints and appeals procedures that are clear, accessible, inclusive and regularly reviewed
- Treating people raising concerns or making appeals with dignity and respect and considering their wellbeing
- Ensuring that procedures are fair and impartial and that confidentiality and anonymity are assured
- Resolving concerns, complaints and appeals in as timely a way as possible
Ailsa Crum, Director of Membership, Quality Enhancement and Standards, QAA
10:40am
Questions And Answers Session
11:00am
Break and Networking
11:35am
Keynote Address: Examining Universities’ Routes To Redress For Staff And Students Who Have Experienced Racial Harassment
- Exploring the extent and nature of incidents of racial harassment in universities
- Promoting a better understanding, skills and confidence to manage conversations about race effectively
- Ensuring that students and staff report racial harassment to give universities the ability to take action
- Following guidance to improve the complaints handling process for racial harassment
Osaro Otobo, Deputy Chair of The British Youth Council and Founder of Make Diversity Count
11:55am
Case Study: Putting Complaints In The Heart Of An Organisation
Alix Lonney, Head of Student Cases and Advice, Falmouth University
12:15pm
Case Study: Handling Student Complaints – What Is Worth Keeping From Our Lessons Learned Online?
Haylee Fuller, Student Conduct & Appeals Manager, King's College London
12:35pm
Questions And Answers Session
12:55pm
Lunch And Networking
1:40pm
Afternoon Keynote Address: Tackling Complaints Of Sexual Misconduct And Gender-Based Violence, Harassment And Hate Crime In Higher Education
- Using the framework set out in the ‘Changing the culture’ report to support universities in handling incidents of student misconduct that could constitute a criminal offence
- Addressing sector-wide challenges in terms of resourcing and funding to improve the ability to deliver improvements in responding to all forms of harassment
- Ensuring that changes are embedded in institutional governance systems
- Developing partnerships and collaborations with students’ unions, police, the NHS, rape and sexual abuse centres, residential services, internal planning and risk managers
- Establishing an advisory group to develop practical guidance to address racial harassment and race-based hate incidents and crimes
Dr Sammy C.H. Li, AMOSSHE, The Student Services Organisation
2:00pm
Case Study: Training Staff Across The University To Effectively Handle Student Complaints
Mellisa Azore-Edwards, Senior Manager - Student Casework, The Open University
2:20pm
Case Study: Allegations of Student Misconduct, Sexual Misconduct And Violence
Amie Stroud, Student Feedback and Complaints Manager, Bath Spa University
2:40pm
Questions And Answers Session
3:00pm
Chair’s Summary And Close