Overall aim of course:
To provide an overview of how complaints can be resolved and the sources
of guidance and support available when dealing with a student complaint.
Intended outcomes and benefits:
As a result of this course participants will better understand how
student complaints are dealt with by the University and be better
equipped to handle any complaints that arise in their area of work. They
will also have the opportunity to share experiences and identify sources
of support and guidance for dealing with student complaints.
The workshop will provide an overview of the operation of the Student
Complaints Procedure and how complaints are investigated and resolved.
The main focus will be on exploring, in the form of a round table
discussion of case studies, the various matters that give rise to
complaints, actions that Schools should take and how they are resolved.
This will include a wide range of issues that concern undergraduate and
taught postgraduate students and postgraduate researchers. Participants
will also have an opportunity to ask questions and to share their own
experiences of dealing with student complaints.
Catherine Cho and Cheryl Cox are part of the Student Cases team. Both
have significant experience of dealing with student complaints at the
University. They help to manage the operation of the Student Complaints
Procedure and provide advice and guidance to staff at all levels on ways
to deal with and resolve concerns and issues that arise in their schools