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3. https://www.hesa.ac.uk/
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5. http://www.bristol.ac.uk/secretary/foi/

Dear Mr Robson,

 

Freedom of Information Request (our reference FOI20-369)

 

We refer to your Freedom of Information request dated 15^th August. We
apologise for the delay in responding to your request. You requested the
following information:

 

“1. 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.

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

3. 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?

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

5. 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?

6. 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?

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

8. 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?

9. 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?

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

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

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

13. 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?

14. 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?

15. 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

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

17. What level did these complaints get to?

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

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

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

21. 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?

22. 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?

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

 

University’s Response

 

Further to Section 1 of the Freedom of Information Act 2000 (the “Act”) we
confirm that the information requested is partially held by the University
of Bristol (the “University”).

 

The Student Complaints Procedure has two stages – the Local Stage and the
University Stage. Wherever possible the University aims to resolve
concerns raised by students informally without recourse to formal
procedures. Students are advised to raise their concerns informally with
an appropriate person in the first instance so there is an opportunity to
put right any misunderstanding or error. If the student is unable to
resolve the complaint informally or is dissatisfied with the outcome they
may invoke the Local Stage of the Student Complaints Procedure by
completing and submitting a Complaint Form to the Student Complaints and
Mediation Manager (SCMM). In some cases, the SCMM is able to resolve the
complaint without recourse to the Local Stage.

Often students submit complaint forms without having raised their concerns
previously or with an appropriate person. In these cases, the SCMM will
refer the complaint to an appropriate person giving the opportunity for
the complaint to be resolved informally. If informal resolution is not
possible then the complaint is considered at the Local Stage of the
Student Complaints Procedure and a Local Stage outcome letter is issued to
the student.

For the purpose of this enquiry we will call the Local Stage Level one and
the University Stage Level 2. Any complaint that resulted in a Local Stage
outcome letter being issued will count as a Level 1 complaint – any which
did not will be counted as resolved informally.

Please find the information requested in the document attached. We have
provided you with as much information as we can locate without attracting
the appropriate limit as set out in section 12 of the Act.

 

No complaints concerned the Equality’s Act. The mean time is not recorded.

 

21. Please find the figures in the table below:

+------------------------------------------------------------------------+
| Financial Year | Total | Mean |
|-------------------------+---------------------+------------------------|
|2015/16 |0 |N/A |
|-------------------------+---------------------+------------------------|
|2016/17 |0 |N/A |
|-------------------------+---------------------+------------------------|
|2017/18 |0 |N/A |
|-------------------------+---------------------+------------------------|
|2018/19 |£20,634   |£3,439 |
|-------------------------+---------------------+------------------------|
|2019/20 |£26,457    |£4,409 |
+------------------------------------------------------------------------+

 

22. 0

 

23. 0 have gone to court. There have been no pay-outs as a result of court
decisions or settlements.

 

Internal Review Procedure

 

If you are dissatisfied with the handling of your request, then you have a
right under Section 50 of the Act to request an internal review.  All such
requests must be sent to us within 40 days, and must clearly state our
reference number (at the top of this email) and your reason for requesting
an internal review.  We will aim to respond to your request for an
internal review within 20 working days of receipt.

 

Your request for an internal review should be sent to
[University of Bristol request email], quoting your FOI reference number.
Alternatively, you could post it to:

 

Director of Legal Services

Secretary’s Office

University of Bristol

Beacon House

Queens Road

Bristol

BS8 1QU

 

Information Commissioners Office

 

Should you remain dissatisfied with the final outcome of the internal
review then you may apply directly to the Information Commissioner (the
“ICO”) for an independent review.  The ICO is the Government’s Independent
Body responsible for overseeing the Freedom of Information Act 2000, the
Data Protection Act 2018 and The Environmental Information Regulations
2004.

 

Please note the ICO will only review cases that have exhausted the
University’s internal review procedure. All correspondence to the ICO must
quote the University’s reference number and your reasons for your appeal. 
The ICO’s contact details are as follows:

 

The Information Commissioners Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

 

More information can be found at the ICO’s website
at [1]http://www.ico.org.uk

 

Kind Regards

 

Freedom of Information Team

University of Bristol

 

 

References

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