Governance and Regulation of Student Complaints and Appeals Procedure

Richard Stebbings made this Rhyddid Gwybodaeth request to Office of the Independent Adjudicator for Higher Education
This authority is not subject to FOI law, so is not legally obliged to respond (manylion).


This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn rhannol lwyddiannus.

Dear Office of the Independent Adjudicator for Higher Education,

This freedom of information request refers to the governance of the Student Complaints and Appeals process within Universities.

1. Are there any published guidelines for Student Complaints and Appeals that Universities must follow?
2. If so, who publishes them and where are they published?
3. Who is responsible for ensuring that these guidelines are followed, and the ongoing governance of the complaints and appeals process in Universities.
4. How are Appeals and Complaints regulated/governed?
5. Is the process subject to external audit?
6. If so, by whom?
7. Do records of student complaints have to be stored?
8. If so in what format must they be stored and for how long?

Yours faithfully,

Richard Stebbings

Enquiries, Office of the Independent Adjudicator for Higher Education

Thank you for your e-mail/enquiry.

 

We aim to respond to you within the next few working days. If your
correspondence to us requires a more detailed response it may take us
longer to respond.

 

If your e-mail does not require a response please take this as
confirmation that we have received your e-mail.

 

Regards

Casework Support Team

 

Office of the Independent Adjudicator for Higher Education

Second Floor

Abbey Gate

57-75 Kings Road

Reading

RG1 3AB

 

Tel:  0118 959 9813

 

[1]www.oiahe.org.uk

Twitter: [2]http://twitter.com/oiahe

 

This message is confidential and may be legally privileged. If you are not
the intended recipient, you should not copy or disclose this message to
anyone but should kindly notify the sender and delete the message. Neither
the OIA nor the sender accepts any responsibility for viruses and it is
your responsibility to scan this email and any attachments. Calls to this
Office may be monitored or recorded for quality control and training
purposes.

 

The OIA is a charity, registered in England & Wales under number 1141289,
and a company limited by guarantee, registered in England & Wales under
number 4823842. Registered Office: Second Floor, Abbey Gate, 57-75 Kings
Road, Reading, RG1 3AB, United Kingdom

 

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References

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1. http://www.oiahe.org.uk/
2. http://twitter.com/oiahe

Dear Office of the Independent Adjudicator for Higher Education,

I am still awaiting a response for my previous request, dated 8th November 2019.

I would appreciate it if you could respond soonest.

Yours faithfully,

Richard Stebbings

Enquiries, Office of the Independent Adjudicator for Higher Education

Thank you for your e-mail/enquiry.

 

We aim to respond to you within the next few working days. If your
correspondence to us requires a more detailed response it may take us
longer to respond.

 

If your e-mail does not require a response please take this as
confirmation that we have received your e-mail.

 

Regards

Casework Support Team

 

Office of the Independent Adjudicator for Higher Education

Second Floor

Abbey Gate

57-75 Kings Road

Reading

RG1 3AB

 

Tel:  0118 959 9813

 

[1]www.oiahe.org.uk

Twitter: [2]http://twitter.com/oiahe

 

This message is confidential and may be legally privileged. If you are not
the intended recipient, you should not copy or disclose this message to
anyone but should kindly notify the sender and delete the message. Neither
the OIA nor the sender accepts any responsibility for viruses and it is
your responsibility to scan this email and any attachments. Calls to this
Office may be monitored or recorded for quality control and training
purposes.

 

The OIA is a charity, registered in England & Wales under number 1141289,
and a company limited by guarantee, registered in England & Wales under
number 4823842. Registered Office: Second Floor, Abbey Gate, 57-75 Kings
Road, Reading, RG1 3AB, United Kingdom

 

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

Visible links
1. http://www.oiahe.org.uk/
2. http://twitter.com/oiahe

Enquiries, Office of the Independent Adjudicator for Higher Education

Dear Richard

Thank you for your email.

I am afraid I cannot find any request of that date from '[FOI #618375 email]'. If you could re-send it to us and we will respond as soon as possible.

Kind Regards

Liz Wilson
Casework Administrator

Office of the Independent Adjudicator for Higher Education
Second Floor, Abbey Gate
57-75 Kings Road
Reading
RG1 3AB
United Kingdom
Tel: 0118 959 9813

www.oiahe.org.uk
Twitter: http://twitter.com/oiahe

This message is confidential and may be legally privileged. If you are not the intended recipient, you should not copy or disclose this message to anyone but should kindly notify the sender and delete the message. Neither the OIA nor the sender accepts any responsibility for viruses and it is your responsibility to scan this email and any attachments. Calls to this Office may be monitored or recorded for quality control and training purposes.
 
The OIA is a charity, registered in England & Wales under number 1141289, and a company limited by guarantee, registered in England & Wales under number 4823842. Registered Office: Office of the Independent Adjudicator for Higher Education, Second Floor, Abbey Gate, 57-75 Kings Road, Reading, RG1 3AB, United Kingdom.

dangos adrannau a ddyfynnir

Dear Liz,

Please see my original request in parenthesis immediately below.

"Dear Office of the Independent Adjudicator for Higher Education,

This freedom of information request refers to the governance of the Student Complaints and Appeals process within Universities.

1. Are there any published guidelines for Student Complaints and Appeals that Universities must follow?
2. If so, who publishes them and where are they published?
3. Who is responsible for ensuring that these guidelines are followed, and the ongoing governance of the complaints and appeals process in Universities.
4. How are Appeals and Complaints regulated/governed?
5. Is the process subject to external audit?
6. If so, by whom?
7. Do records of student complaints have to be stored?
8. If so in what format must they be stored and for how long?"

Yours sincerely,

Richard Stebbings

Enquiries, Office of the Independent Adjudicator for Higher Education

Thank you for your e-mail/enquiry.

 

We aim to respond to you within the next few working days. If your
correspondence to us requires a more detailed response it may take us
longer to respond.

 

If your e-mail does not require a response please take this as
confirmation that we have received your e-mail.

 

Regards

Casework Support Team

 

Office of the Independent Adjudicator for Higher Education

Second Floor

Abbey Gate

57-75 Kings Road

Reading

RG1 3AB

 

Tel:  0118 959 9813

 

[1]www.oiahe.org.uk

Twitter: [2]http://twitter.com/oiahe

 

This message is confidential and may be legally privileged. If you are not
the intended recipient, you should not copy or disclose this message to
anyone but should kindly notify the sender and delete the message. Neither
the OIA nor the sender accepts any responsibility for viruses and it is
your responsibility to scan this email and any attachments. Calls to this
Office may be monitored or recorded for quality control and training
purposes.

 

The OIA is a charity, registered in England & Wales under number 1141289,
and a company limited by guarantee, registered in England & Wales under
number 4823842. Registered Office: Second Floor, Abbey Gate, 57-75 Kings
Road, Reading, RG1 3AB, United Kingdom

 

______________________________________________________________________
This email has been scanned by the Symantec Email Security.cloud service.
For more information please visit http://www.symanteccloud.com
______________________________________________________________________

References

Visible links
1. http://www.oiahe.org.uk/
2. http://twitter.com/oiahe

Enquiries, Office of the Independent Adjudicator for Higher Education

Dear Richard

 

Thank you for your email. We do not seem to have received your previous
email.

 

We are not subject to Freedom of Information requests but I hope the
following will be helpful to you. We have some information published on
our website.

 

[1]Here is a link to our Good Practice Guidance which includes the
principles and operational good practice which we look to see from our
members. It is not something that Providers must follow but we do use this
guidance to determine the outcome of complaints we look at.

 

Universities govern themselves and are regulated by the [2]Office for
Students. Our role is to look at individual complaints which depending on
the individual circumstances of a complaint might result in us telling a
University to change it procedures or re-look at a matter through its
procedures if something hasn't been considered properly.

 

Information about internal complaints is normally escalated up through
Universities to the level of Governance. How they store that information
might be informed GDPR and the ICO. We expect Providers to retain
information about individual complaints to enable us to conduct our
reviews. We ask our members for the numbers of Completion of Procedures
letters issued each year and publish this information on our [3]website.

 

Kind Regards

 

Liz Wilson

Casework Administrator

 

Office of the Independent Adjudicator for Higher Education

Second Floor, Abbey Gate

57-75 Kings Road

Reading

RG1 3AB

United Kingdom

Tel: 0118 959 9813

 

www.oiahe.org.uk

Twitter: http://twitter.com/oiahe

 

This message is confidential and may be legally privileged. If you are not
the intended recipient, you should not copy or disclose this message to
anyone but should kindly notify the sender and delete the message. Neither
the OIA nor the sender accepts any responsibility for viruses and it is
your responsibility to scan this email and any attachments. Calls to this
Office may be monitored or recorded for quality control and training
purposes.

 

The OIA is a charity, registered in England & Wales under number 1141289,
and a company limited by guarantee, registered in England & Wales under
number 4823842. Registered Office: Office of the Independent Adjudicator
for Higher Education, Second Floor, Abbey Gate, 57-75 Kings Road, Reading,
RG1 3AB, United Kingdom.

 

dangos adrannau a ddyfynnir