Responding to Student Complaints

If you have students on courses whose complaints are eligible under the OIA Scheme Rules,  you may need to train your academics and senior staff to ensure you comply with the new rules.

The Scheme was informed by existing good practice, early resolution pilots initiative, and feedback from students’ unions and students.  The framework now informs how the OIA considers complaints – and if a provider departs from Framework, the OIA will consider whether that was reasonable.

The aims of the Scheme are that complaints and academic appeals are dealt with as quickly as possible, that processes, decisions and the reasons behind decisions are clear, and that students are supported.  If you need support with this, we can help!

We have experience in working with colleges and universities to ensure their staff understand the OIA Scheme and what it means for them; and training in all the response stages required by the Scheme.

We can:

  • Review your student concerns and complaints policy and procedure to ensure it is Scheme-compliant
  • Train managers to resolve complaints at Stage 0 through discussion and negotiation
  • Train your local Investigation Officers/Heads of School to carry out Stage 1 informal investigations
  • Train your Stage 2 Appeal managers to carry out a robust  and impartial review and draw balanced and reasoned conclusions.

Clear, relevant, mixture of activity types – the trainer created a safe place to learn.

Student Complaints Training Delegate, Director, English Language ProgrammesCardiff University

Relaxed, inclusive, well balanced with respect to information and hands on exercises, and the trainer was not patronising!

Student Complaints Training Delegate, Director, Post Grad StudiesCardiff University

A collaborative environment, lots of ideas for the right language to use and situations that might crop up. Real-life focus!! Thank you for a very useful day!!

Student Complaints Training Delegate, Deputy Director, English Language ProgrammesCardiff University

CMP provided a great facilitator:  very articulate and patient, who created opportunities for discussion on issues that I was unsure of.

Student Complaints Training Delegate, Assistant Campus Registrar University for the Creative Arts

I like the respectful way the training was undertaken, listened etc. The trainer made it interesting, whilst being well-considered and thoughtful.

Student Complaints Training Delegate, Academic Quality & Standards ManagerCardiff University

Enjoyable course which put meat on the bones for my previous on-the-job learning, with some practical learning points to take away. The trainer was very personable and informative.

Student Complaints Training Delegate, Senior Lecturer Cardiff University

Guide to how to respond to the OIA Framework

This guide explains what the new OIA expectations are and will help you ensure your student complaints procedure is compliant.

And if you’re looking to support staff in minimising complaints from the outset by improving how they talk to, and respond to, your students, we can help – get in touch today in confidence.

PDF Cover Managing student concerns and complaints