Overview

13 Oct, 20219:00 am-1:15 pm14 Oct, 20219:00 am-1:15 pm
Online Conference

The 6th Annual Student Complaints Forum will assess the next steps in delivering robust complaint management following the Covid-19 pandemic.

The 6th Annual Student Complaints Forum will run as an online conference taking place across the mornings of 13th and 14th October 2021. Join us to hear from 25+ expert speakers and practitioners across 2 days.

The 6th Annual Student Complaints Forum will assess the next steps in delivering robust complaint management following the Covid-19 pandemic. With universities facing an unprecedented level of complaints and growing demands for refunds as a result of the crisis, this Forum will deliver leading best practice insights and expert updates on successfully preventing, managing and resolving student complaints.

What to Expect

  • An update from the Office for the Independent Adjudicator (OIA)
  • Interactive breakout rooms and workshops exploring staff training & support, effective case management, and complaints resolution
  • An assessment of how higher education complaints and resolution leaders are planning to adapt as Covid-19 restrictions are relaxed
  • 25 + expert speakers and practitioners sharing leading updates and innovative projects on enhancing complaints procedures across the sector

An Online and Interactive Format

  • A 2 day Conference delivered via an interactive online platform
  • Opportunities for virtual networking and discussion
  • Speaker sessions delivered with live presentations and resources
  • Live interaction tools and break out rooms
  • Varied formats and screen breaks to support an engaging experience
  • Post-event resources and networking follow ups

FIND OUT MORE ABOUT OUR NEW ONLINE EXPERIENCE

Online Experience

  • Match making networking and live delegate meet ups
  • Replay functions so you never miss a session
  • Live chat, questioning and polling tools
  • Real time resources and presentations
  • Topic based discussion groups
  • Next generation conference engagement platform

Other Speakers

Nikki Pierce photo
Nikki Pierce
Academic Registrar
University of Bradford
Louise Nadal photo
Louise Nadal
School Secretary
London School of Economics
Adrian Novis photo
Adrian Novis
Director of Academic Services
Swansea University
Helen Knee photo
Helen Knee
Director, Student Discipline and Resolution
University of Warwick
Kate Brown photo
Kate Brown
SOAS

Agenda

  • On Demand
  • Day 1 - 13th October
  • Day 2 - October 14th
Case Study: Bringing Investigations in House
  • Sharing the process SOAS went through to bring all investigations in house
  • Discussing the challenges of the process, and benefits of in house investigations
  • Sharing learnings from the transition to in house investigations from working with external investigators
Kate Brown
Kate Brown
SOAS
Confirmed
Case Study: Social Media and the Broadening Scope of Discipline Procedures

Following a recent high-profile case of disciplinary action being taken on the basis of social media posts, this session will discuss:

  • Broadening the scope of disciplinary procedures to include online activity
  • Sharing best practice around the challenges of investigating allegations about behaviour on social media
  • Improving the process for responding to complaints about behaviour online
Alex Hopkins
Alex Hopkins
Head of the Student Conduct Office
Durham University
Invited
9:00 am
Login and Accessing Online Event Platform
  • One on one networking opportunities and live delegate meet ups
  • Replay functions so you never miss a session
  • Live chat, questioning and polling tools
  • Real time resources and presentations
  • A next generation conference engagement platform
9:20 am
Your Tour of the Online Conference Platform

Before proceedings get underway, this short explainer session will explore how you can get the most out of our new next generation Conference platform.

Our IG Team will run through how to make virtual connections, creating networking meet ups, accessing content on demand and how to use our new Q&A, chat functions and virtual polling tools.

9:30 am
Chair's Welcome Address
Iain Rowan
Iain Rowan
Academic Registrar, former Chair of the Academic Registrars' Council Student Casework Practitioner Group
University of Sunderland
Confirmed
9:40 am
OIA Update: Higher Education Complaints as Universities Relax Covid Restrictions
  • Examining how complaints are likely to change as Government Covid restrictions change
  • Analysing how institutions can seek to effectively collaborate with the OIA in delivering robust procedures for responding to complaints
  • Examining the latest updates to the OIA Good Practice Framework in the context of complaints and disciplinary procedures
Jo Nuckley
Jo Nuckley
Head of Outreach and Insight
Office of the Independent Adjudicator (OIA)
Confirmed
10:20 am
Interactive Panel + Q&A: Managing Student Expectations – Lessons Learned During Covid-19
  • Sharing best practice for effective communication with students
  • Identifying how to manage the “transitional year” as Covid restrictions change
  • Sharing plans to manage student expectations as the balance of online and in-person learning shifts
Simon Merrywest
Simon Merrywest
Director for Student Experience
University of Manchester
Confirmed
Andrew Howarth
Andrew Howarth
Director of Residential Services
University of London
Confirmed
Louise Nadal
Louise Nadal
School Secretary
London School of Economics
Confirmed
11:00 am
Break, Virtual Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Forum, meet up with fellow delegates, make connections and tour our real-time resources and content.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

11:10 am
Interactive Panel + Q&A: Addressing the Rise in Academic Misconduct
  • Identifying the causes of the rise in academic misconduct cases in the context of remote learning and assessment
  • Sharing best practice for addressing academic misconduct
  • Highlighting the role of “essay mills” in the rise of academic misconduct
Alex Bols
Alex Bols
Deputy CEO
GuildHE
Invited
Charlotte Snelling
Charlotte Snelling
Policy Manager
Universities UK
Confirmed
Thomas Lancaster
Thomas Lancaster
Senior Teaching Fellow (Student Support)
Imperial College London
Confirmed
11:40 am
Office for Students Keynote: Developing an Effective Response to Harassment & Sexual Misconduct Complaints
  • Understanding the OfS Statement of Expectations
  • Identifying the role of the Statement of Expectations in shaping systems, policies and processes to prevent and respond to incidents of harassment and sexual misconduct
  • Sharing best practice for implementing a complaints procedure in line with these expectations
Jessica Trahar
Jessica Trahar
Head of Student Welfare and Safeguarding
Office for Students
Invited
12:20 pm
Workshop: Reviewing and Evaluating Your Complaints Procedure

The OIA’s Good Practice Framework provides guidelines on best practice for handling complaints, and this workshop will take a practical look at how you can review and evaluate your own complaints procedures, and implement changes to improve your processes.

Representative
Representative
OIA
Confirmed
1:00 pm
Chair's Closing Remarks

*programme subject to change

Iain Rowan
Iain Rowan
Academic Registrar, former Chair of the Academic Registrars' Council Student Casework Practitioner Group
University of Sunderland
Confirmed
9:00 am
Login and Accessing Online Event Platform
  • One on one networking opportunities and live delegate meet ups
  • Replay functions so you never miss a session
  • Live chat, questioning and polling tools
  • Real time resources and presentations
  • A next generation conference engagement platform
9:20 am
Your Tour of the Online Conference Platform

Before proceedings get underway, this short explainer session will explore how you can get the most out of our new next generation Conference platform.

Our IG Team will run through how to make virtual connections, creating networking meet ups, accessing content on demand and how to use our new Q&A, chat functions and virtual polling tools.

9:30 am
Chair's Welcome Address
Iain Rowan
Iain Rowan
Academic Registrar, former Chair of the Academic Registrars' Council Student Casework Practitioner Group
University of Sunderland
Confirmed
9:40 am
Interactive Panel + Q&A: Developing Transparency and Trust in Complaints Procedures
  • Identifying how to remove barriers to students making legitimate complaints
  • Discussing the importance of trust in complaints procedures for students
  • Sharing best practice for developing transparent and clear complaints procedures
  • Sharing how to best publicise reporting procedures to students
Rachel Sandby-Thomas
Rachel Sandby-Thomas
Registrar
University of Warwick
Confirmed
Kwame Asamoah Kwarteng
Kwame Asamoah Kwarteng
General Secretary (2019-2021)
The University of Manchester Students' Union
Confirmed
10:20 am
Interactive Workshop + Q&A: Providing Support & Training for Internal Investigation Staff

In this workshop, you will be able to join sector leaders to examine the necessary steps for training and supporting internal investigation staff. The session will focus on the practical steps you need to take to ensure that your staff are properly supported in the process of carrying out effective investigations.

Lysandre de-la-Haye
Lysandre de-la-Haye
Chair
Academic Registrars' Council Student Casework Practitioners Group
Invited
11:05 am
Break, Virtual Networking and Live Delegate Meet Ups

Your opportunity to make the most of the virtual Forum, meet up with fellow delegates, make connections and tour our real-time resources and content.

Don’t forget if you’ve missed a session, you can use our replay functions, so you can watch all the content on demand at a time that suits you.

11:20 am
Interactive Panel + Q&A: The Future of Academic Appeals
  • Discussing key learnings from adapting Academic appeals procedures during Covid-19
  • Identifying the benefits and drawbacks of a more flexible approach to academic appeals
  • Sharing best practice for balancing transparency and flexibility in academic appeals
Nikki Pierce
Nikki Pierce
Academic Registrar
University of Bradford
Confirmed
Adrian Novis
Adrian Novis
Director of Academic Services
Swansea University
Confirmed
Suzanne Jacobs
Suzanne Jacobs
Assistant Registrar
University of Bath
Invited
12:00 pm
Concurrent Breakout Rooms

Join 2x30min breakout rooms for a deeper dive into issues from across both days, and to share insights with speakers and delegates:

Working effectively with external investigators
Helen Knee
Helen Knee
Director, Student Discipline and Resolution
University of Warwick
Confirmed
Academic appeals
Nikki Pierce
Nikki Pierce
Academic Registrar
University of Bradford
Confirmed
Responding to Discrimination Complaints
Simon Merrywest
Simon Merrywest
Director for Student Experience
University of Manchester
Confirmed
12:00 pm
Chair's Closing Remarks

*programme subject to change

Iain Rowan
Iain Rowan
Academic Registrar, former Chair of the Academic Registrars' Council Student Casework Practitioner Group
University of Sunderland
Confirmed

Audience

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

  • Directors of Academic Services
  • Heads of Conduct and Appeals
  • Heads of Accommodation Services
  • Heads of Student Support
  • Registrars
  • Complaints and Appeals Managers
  • Complaints and Appeals Officers
  • Customer Service Managers
This Forum is also open to the Private Sector to encourage debate and networking.

Pricing

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