Student Complaints – How do we
deal with them?
Thérèse Kearns
Telephone: 02392 843103
Email: complaintsadvice@port.ac.uk
Aims of the session
 Complaints Vs Appeals
 complaints at UoP
 overview of the student complaints procedure
 role of Course Reps
Code of
Student
Behaviour
Academic
Regulations
&
Appeals
Complaints
Student
Handbook
Bullying &
Harassment
Complaints Vs Academic Appeals
Complaints – any aspect of your course, services &
facilities provided by the University
Appeals - UAB, BOE & Extenuating Circumstances
- Limited grounds
(see section 12 – Examination & Assessment Regulations)
Main types of complaints 2013/14
16
14
12
10
8
6
4
Informal
2
Formal
0
Complaints by department
8
7
6
5
4
3
2
1
Informal
0
Formal
“I didn’t know I had to pass my year abroad to progress to my
final year”
“ I did not receive my second attempt assessment pack until the
day of the deadline, my Head of School will not grant me an
extension”
“I just received my project marks and am not happy, I want to
make a complaint about my supervisor”
“When I threw my hat into the air at Graduation it came down
and hit me on the nose – I was not warned that the corners
were sharp”
“I have just been told that I won’t be awarded a PhD despite
being told by my supervisor that my research was progressing
well”
Complaints Procedure – Step 1
Informal
Resolution
Personal
Tutor
Halls
Unit
Lecturer
Finance
Course
Leader
Registry
Next step … contact: complaintsadvice@port.ac.uk
Complaint
should be
submitted to
the Complaints
Team within 20
working days
of the event
Complaints
Team
Is there a case?
Is it
straightforward?
Investigation?
Straightforward
Formal
Complaints Team
Formal Investigation
10 Working days
30 working days
Final Report
University Secretary
Review
Completion of
Procedures Letter
Completion of
Procedures Letter
Office of the Independent Adjudicator for
Higher Education (OIAHE) (www.oiahe.org.uk)
www.port.ac.uk/studentcomplaints
How can you help?




Be familiar with:
University regulations & procedures
Complaints procedure
Be aware of:
Importance of communication
Sources of help and advice
Manage expectations
Remind colleagues to keep records
Sources of help
• Complaints Team – complaintsadvice@port.ac.uk
• Students’ Union Advice Centre
• Counselling & Well-Being
• Additional Support & Disability Advice Centre (ASDAC)
• ASK