Overview

18 Oct, 20228:45 am-3:10 am

The 7th Annual Student Complaints Forum 2022 will explore the latest innovation and best practice in delivering robust complaint management, reporting and resolution processes. The Forum will examine the latest trends in student complaints, assess how a preventative approach can be designed and will explore leading solutions for case management on core issues including service delivery and academic appeals.

Participants will gain an opportunity to engage with practical workshops and breakouts assessing how to embed best practice based on OIA principles, supporting trust and transparency in investigations and ensuring inclusion and welfare-oriented outcomes within complaint management.

The Forum will include the following sessions on the day:

  • The OIA Update: A New Landscape for Student Complaints? – Trends and Expectations
  • A Preventative Approach to Student Complaints: Pressing Reset on Student Satisfaction
  • Managing Complaints on Services Issues: Staffing, Feedback and Academic Support
  • Delivering a Successful Academic Appeals Process that Reduces Complaints
  • Designing Robust Reporting and Case Management Processes on Harassment and Discrimination
  • Workshop: Evaluating Your Complaint Processes – Delivering an Improvement Plan Based on the OIA Good Practice Framework
  • Dissecting an Investigation: Joining the Dots on Trust, Independence, and Fairness
  • Embedding Welfare, Inclusion and Kindness into Case Management
  • Staff-Student Complaints: Action Points the Journey from Mediation to Resolution
  • Industrial Action in 2022 and Beyond: Preparation and Mitigation

Key Speakers

Senior Representative photo
Senior Representative
Office of the Independent Adjudicator (OIA)
Alison Mansell photo
Alison Mansell
Head of Student Conduct and Complaints
University of Kent
Melissa Reilly photo
Melissa Reilly
Sexual Violence & Harassment Response Manager
The University of Manchester
Dr Mark Hollingsworth photo
Dr Mark Hollingsworth
Director of Registry and Academic Affairs
University of Birmingham

Agenda

8:45 am
Registration, Refreshments and Networking
9:30 am
Chair’s Welcome Address
Geeta Sawlani
Geeta Sawlani
Deputy Assistant Registrar
London South Bank University
Invited
9:40 am
The OIA Update: A New Landscape for Student Complaints? – Trends and Expectations
  • Analysing the core patterns in complaints in 2021 and beyond
  • Evaluating why the OIA has received record complaints amid the Covid-19 pandemic and common examples of where provision was ineffective
  • Examining how the complaints profile will evolve following the pandemic and how providers can ensure that effective case management can prevent complaints escalating
  • Assessing perceptions on value for money and how student complaints relate to the student experience
  • What can the sector expect on service issues and academic appeals in 2023?
Senior Representative
Senior Representative
Office of the Independent Adjudicator (OIA)
Confirmed
10:10 am
Panel Discussion: A Preventative Approach to Student Complaints: Pressing Reset on Student Satisfaction
  • Exploring the place of complaints within the student journey and how a holistic preventative approach can be designed
  • Evaluating the role of effective student engagement and co-production in identifying common areas of complaint and how they can be resolved
  • Considering the role of environmental investigations and how a preventative approach to mitigation can be developed
  • Exploring how student expectations and perceptions on value for money can be managed in order to ensure satisfaction from service delivery
Sue Morrison
Sue Morrison
Deputy Director of Registry and Academic Affairs
University of Nottingham
Invited
Christina Matthews
Christina Matthews
Director of Student Experience
Aston University
Invited
Naomi Oosman – Watts
Naomi Oosman – Watts
Director Of Student Life
Newcastle University
Invited
Twinkle Gupta
Twinkle Gupta
President
Middlesex University Student's Union
Invited
10:50 am
Networking Break and Refreshments
11:10 am
Managing Complaints on Services Issues: Staffing, Feedback and Academic Support

Services issues represent the largest proportion of complaints that reach the OIA and these were exasperated amid the pandemic with restricted access to facilities, staffing issues and new means of delivery.

This session will consider the distinct challenges and practical solutions in responding and resolving service issue complaints, it will explore:

  • Reviewing service challenges and working with academic leaders to deliver rapid interventions
  • Working with students to communicate delivery challenges and supporting co-design to find solutions
  • Identifying how remedies can be developed and how issues of lost learning and missed opportunities can be rectified
  • Working through a service issue complaint process and identifying how transparency, response and resolution approaches can be enhanced
Alison Mansell
Alison Mansell
Head of Student Conduct and Complaints
University of Kent
Confirmed
11:30 am
Delivering a Successful Academic Appeals Process that Reduces Complaints
  • What a robust academic appeals process looks like and how complaints may evolve following the end of Covid ‘no detriment’ policies
  • Successfully communicating academic appeals deadlines and expectations to students
  • Translating the OIA ‘Requests for Additional Consideration’ guidance into practice
  • Managing ‘Additional Consideration’ cases based on evidence, fairness and transparency
  • Supporting students in grief, facing anxiety or distress amid an appeals process
  • Managing cases in which students face unsuccessful attempts to initiate an academic appeal
Heather Barbier
Heather Barbier
Head of Complaints and Casework
University of Winchester
Confirmed
11:50 am
Designing Robust Reporting and Case Management Processes on Harassment and Discrimination
  • Examining common identified pitfalls in the sector on transparency and complaint management mechanisms for harassment and discrimination cases
  • Designing a robust report and support structure that garners trust and confidence
  • Placing student safety and welfare at the heart of a complaint and resolution response
  • Ensuring an independent and fair investigation that deliver timely outcomes, acts on the basis of evidence and delivers action to ensure safety
  • Conducting stress-tests on complaint policies and processes to ensure they are delivering the best outcomes for students
Melissa Reilly
Melissa Reilly
Sexual Violence & Harassment Response Manager
The University of Manchester
Confirmed
12:10 pm
Workshop: Evaluating Your Complaint Processes – Delivering an Improvement Plan Based on the OIA Good Practice Framework

What does an effective and impactful complaints and appeals process look like? In this workshop you will engage in an evaluative exercise with peers to benchmark your service delivery and policies against the Good Practice principles. The session will allow you to:

  • Stress-test your policies against the core principles of accessibility, clarity, proportionality, timeliness, fairness, independence, confidentiality and improving the student experience
  • Engage with peers to identify common pinch-points in meeting OIA expectations
  • Review a series of case studies and examine how providers can improve their approaches to case management
Senior Representative
Senior Representative
Office of the Independent Adjudicator (OIA)
Confirmed
1:00 pm
Lunch and Networking
1:50 pm
The Examining Practice Breakout Sessions

These detailed breakout sessions will allow you to take a deep-dive into a focussed area of practice and give you the opportunity to identify areas for development within your complaint management approach.

You will be able to choose one session and will be taken on an hour interactive session to explore innovation and action point for your institution.

Breakout A: Getting the Most Out of Complaints: Using Complaints to Promote Change - More than Just an Annual Report
Sarah d’Ambrumenil
Sarah d’Ambrumenil
Head of the Office of Student Conduct, Complaints and Appeals
University of Cambridge
Confirmed
Breakout B: Embedding Welfare, Inclusion and Kindness into Case Management
Tom Banham
Tom Banham
Director of Student Administration and Academic Affairs
University of York
Invited
Breakout C: Staff-Student Complaints: Action Points the Journey from Mediation to Resolution
Sherene Shakes
Sherene Shakes
Student Adjudication Advisor
University of Bedfordshire
Invited
2:50 pm
Industrial Action in 2022 and Beyond: Preparation and Mitigation
  • The impact of industrial action on service delivery and academic provision
  • How to ensure business continuity and maintain value for money for students
  • Addressing lost learning hours or contact time
  • Working with students to find solutions to the impact of industrial action
  • What to expect on complaints and compensation requests from students and how to institutions are approaching these challenges
Dr Mark Hollingsworth
Dr Mark Hollingsworth
Director of Registry and Academic Affairs
University of Birmingham
Confirmed
3:10 pm
Chair’s Conclusions and Close

*Programme subject to change

Audience

This Forum is specifically designed for the Higher Education Sector. Those in attendance will include:

  • Heads of Conduct and Appeals
  • Heads of Student Support
  • Registrars
  • Complaints and Appeals Managers
  • Complaints and Appeals Officers
  • Customer Service Managers

Pricing

For group discounts and enquiries about your registration please contact us on 020 3770 6580 or [email protected]

Venue

London