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Student complaint statistics

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Jack Robson
Delivered

Dear University of Birmingham,

For the past five years, what is the total number of student complaints received by the University broken down by year into Level 1 and Level 2 complaints.

For all Level 1 complaints received, broken down per year, how many were upheld, partially upheld or rejected?

For all Level 1 complaints received, broken down per year, what was the average (mean) length of time for complaints to be handled from receipt of the initial complaint to the final student acceptance?

For all Level 2 complaints received per year, how many were upheld, partially upheld or rejected?

For all Level 2 complaints received, broken down per year, what was the average (mean) length of time for complains to be handled from receipt of the initial complaint to the final student acceptance?

For all Level 2 complaints received, broken down per year, what was the maximum length of time for complaints to be handled from receipt of the initial complaint to the final student acceptance?

Per year, how many complaints were appealed to Level 3?

For all Level 3 complaints received, broken down per year, what was the average (mean) length of time for complaints to be handled from receipt of the initial complaint to the final student acceptance?

For all Level 3 complaints received, broken down per year, what was the maximum length of time for complaints to be handled from receipt of the initial complaint to the final student acceptance?

Of those appealed to Level 3, how many were referred to a new Level 2 complaint panel?

For those referred to a Level 2 complaint panel, how many were upheld, partially upheld or rejected?

What was the total number of complaints per year that were referred to the Office of the Independent Adjudicator?

For all complaints received to the Office of the Independent Adjudicator, broken down per year, what was the average (mean) length of time for complaints to be handled from receipt of the initial complaint to the final student acceptance?

For all complaints received to the Office of the Independent Adjudicator, broken down per year, what was the maximum length of time for complaints to be handled from receipt of the initial complaint to final student acceptance?

For the past five years, what proportion of Level 1, Level 2, Level 3 and complaints handled by the Office of the Independent Adjudicator related to the following broad categories:
- Academic (e.g. teaching, supervision, grading etc)
- Employee misconduct
- Research/Academic misconduct
- Fraud and corruption
- Bullying/Harassment/Discrimination
- Sexual harassment
- Public interest disclosure/right to information
- Other

Of these, per year, what proportion related to the Equality Act?

What level did these complaints get to?

What was the outcome of these complaints – upheld, partially upheld or rejected?

What was the average (mean) time taken for these complaints to be resolved?

What was the maximum time taken for these complaints to be resolved?

For the past five years, per year, what was the total cost and average (mean) cost in legal fees the University spent in litigation regarding student complaints?

For the past five years, per year, of the resolved legal cases regarding student complaints what was the average (mean) and total pay-out to students who had complaints upheld in court?

Of all cases which went to court, what proportion were upheld, partially upheld or rejected?

Yours faithfully,

Jack Robson

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University of Birmingham

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FOI, University of Birmingham

Thank you for your email.

Due to the COVID 19 virus the University is on Restricted Opening and
therefore is likely to be slower in responding to Freedom of Information
requests and Subject Access requests.  Please be assured that the
University will respond to you as quickly as it is able to.

Regards

The Data Protection and Freedom of Information Team

Link to this Report
FOI, University of Birmingham

Dear Mr Robson

 
Thank you for your request for information.

 

Please could you clarify what you mean by Level 1, Level 2 and Level 3
complaints and provide examples of the types of complaints that would fall
into each of these categories. The University confirms that it is unable
to progress your request until this clarification has been received.

 

If you have any queries about this email, please contact us.  Please
remember to quote the reference number above in any future communications.

 

Regards

 
 
Freedom of Information Team
University of Birmingham
 

--------------------------------------------------------------------------

From: [FOI #684550 email]
<[FOI #684550 email]>
Sent: 14 August 2020 13:30
To: FOI requests at University of Birmingham
Subject: Freedom of Information request - Student complaint statistics
 
Dear University of Birmingham,

For the past five years, what is the total number of student complaints
received by the University broken down by year into Level 1 and Level 2
complaints.

For all Level 1 complaints received, broken down per year, how many were
upheld, partially upheld or rejected?

For all Level 1 complaints received, broken down per year, what was the
average (mean) length of time for complaints to be handled from receipt of
the initial complaint to the final student acceptance?

For all Level 2 complaints received per year, how many were upheld,
partially upheld or rejected?

For all Level 2 complaints received, broken down per year, what was the
average (mean) length of time for complains to be handled from receipt of
the initial complaint to the final student acceptance?

For all Level 2 complaints received, broken down per year, what was the
maximum length of time for complaints to be handled from receipt of the
initial complaint to the final student acceptance?

Per year, how many complaints were appealed to Level 3?

For all Level 3 complaints received, broken down per year, what was the
average (mean) length of time for complaints to be handled from receipt of
the initial complaint to the final student acceptance?

For all Level 3 complaints received, broken down per year, what was the
maximum length of time for complaints to be handled from receipt of the
initial complaint to the final student acceptance?

Of those appealed to Level 3, how many were referred to a new Level 2
complaint panel?

For those referred to a Level 2 complaint panel, how many were upheld,
partially upheld or rejected?

What was the total number of complaints per year that were referred to the
Office of the Independent Adjudicator?

For all complaints received to the Office of the Independent Adjudicator,
broken down per year, what was the average (mean) length of time for
complaints to be handled from receipt of the initial complaint to the
final student acceptance?

For all complaints received to the Office of the Independent Adjudicator,
broken down per year, what was the maximum length of time for complaints
to be handled from receipt of the initial complaint to final student
acceptance?

For the past five years, what proportion of Level 1, Level 2, Level 3 and
complaints handled by the Office of the Independent Adjudicator related to
the following broad categories:

-       Academic (e.g. teaching, supervision, grading etc)

-       Employee misconduct

-       Research/Academic misconduct

-       Fraud and corruption

-       Bullying/Harassment/Discrimination

-       Sexual harassment

-       Public interest disclosure/right to information

-       Other

Of these, per year, what proportion related to the Equality Act?

What level did these complaints get to?

What was the outcome of these complaints – upheld, partially upheld or
rejected?

What was the average (mean) time taken for these complaints to be
resolved? 

What was the maximum time taken for these complaints to be resolved?

For the past five years, per year, what was the total cost and average
(mean) cost in legal fees the University spent in litigation regarding
student complaints?

For the past five years, per year, of the resolved legal cases regarding
student complaints what was the average (mean) and total pay-out to
students who had complaints upheld in court?

Of all cases which went to court, what proportion were upheld, partially
upheld or rejected?

Yours faithfully,

Jack Robson

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Link to this Report
We don't know whether the most recent response to this request contains information or not – if you are Jack Robson please sign in and let everyone know.