Why do students complain and appeal, and what should we do

about it?

Iain RowanAssistant Director of Academic Services

University of Sunderland

Introduction

• The difference between complaint and appeal• Who complains and why?• What makes a good (and bad) complaint?• How should we deal with complaints?• Some complications…• Sources of support• Case studies

Complaint…or appeal

• What’s the difference?

What type of student is most likely to complain?

• All data courtesy of the Office of the Independent Adjudicator (OIA)

• Taken from their Annual Report 2012http://oiahe.org.uk/decisions-and-publications/annual-reports.aspx

 • …so who are the OIA anyway, and what do they do?• ...but my institution is in Scotland or N. Ireland!

What makes for a bad (or good) complaint?

• Not clear about issue• Not clear about desired outcomes• Irrelevant material included• Unevidenced• Inflammatory or abusive

Dealing with complaints

• Follow procedure• The critical importance of evidence, documentation and

good record-keeping• Contemporaneous note-taking• Transparency of evidence• Think about full disclosure…but don’t forget about data

protection

Dealing with complaints

• Supporting all parties – students, staff, victims and alleged perpetrators

• Considering the role of mental health, and the support implications.

• Considering the role of disabilities, the DDA, and the implications.

• Consider and evaluate risk clearly and without assumptions.

Responding to complaints

• Address every issue• Be clear if not upheld why that is• Be clear on action taken – even if not an action which

affects that student• Don’t be afraid to use the ‘A word’.• Perceptions of justice

Some complications

• Third party involvement• Mental health• Dealing with unacceptable complainant behaviour• Legal action• Collaborative activity• Complaints/appeals

Sources of support

• The OIA – case studies, annual reports, seminars, good practice guidance

• The QAA Quality Code Chapter B9• Academic Registrars’ Council Complaints and Appeals

Practitioners’ GroupScottish Public Services Ombudsman