Student complaint statistics
Dear Cardiff University,
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
Dear Jack
I acknowledge receipt of your email received by this office on 14^th
August 2020.
Your request will now be dealt with under the Freedom of Information Act
2000 and has been allocated reference FOI20-267 which should be quoted in
all correspondence. We will respond to your request within 20 working days
starting the next working day after receipt, therefore you can expect to
receive a response no later than 14^th September 2020.
Please note that in order to fulfil your request we need to liaise with
other teams across the University. Due to the current Coronavirus pandemic
most staff are now working remotely, and it is likely that there will be a
delay in responding to your request. Staff may not be able to assist as
they may need to prioritise other work, cover for colleagues who are ill
or be away from work themselves due to illness. However, we will do our
best to meet this deadline and keep you informed should we be unable to do
so.
In some circumstances a fee may be payable and, if that is the case, we
will let you know. A fees notice will be issued to you, and you will be
required to pay before we will proceed to deal with your request.
Yours sincerely
Ian Johnson Ian Johnson
Assurance Officer Swyddog Sicrwydd
Strategic Planning & Governance Adran Cynllunio Strategol a
Cardiff University Llywodraethu
2nd Floor, Friary House
Greyfriars Road Prifysgol Caerdydd
CF10 3AE
LLawr 2, Friary House
Heol y Brodyr Llwydion
CF10 3AE
Tel: 029 208 79633 Ffon: 029 208 79633
E-mail: [1][email address] E-bost:
[2][email address]
The University welcomes
correspondence in Welsh or English. Mae'r Brifysgol yn croesawu
gohebiaeth yn Gymraeg neu'n
Saesneg.
Dear Jack,
We have been asked to clarify the following:
The below questions are not clear. Are you asking for the length of time
from receipt of a complaint from OIA to the OIA’s decision?
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?
With regard to the below question please confirm whether the part
highlighted yellow relates to OIA cases only or OIA cases and Complaints:
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?
We look forward to hearing from you.
Yours sincerely
Ian Johnson Ian Johnson
Assurance Officer Swyddog Sicrwydd
Strategic Planning & Governance Adran Cynllunio Strategol a
Cardiff University Llywodraethu
2nd Floor, Friary House
Greyfriars Road Prifysgol Caerdydd
CF10 3AE
LLawr 2, Friary House
Heol y Brodyr Llwydion
CF10 3AE
Tel: 029 208 79633 Ffon: 029 208 79633
E-mail: [1][email address] E-bost:
[2][email address]
The University welcomes
correspondence in Welsh or English. Mae'r Brifysgol yn croesawu
gohebiaeth yn Gymraeg neu'n
Saesneg.
From: InfoRequest
Sent: 14 August 2020 13:54
To: Jack Robson <[FOI #684553 email]>
Subject: FOI20-267 Student complaint statistics
Dear Jack
I acknowledge receipt of your email received by this office on 14^th
August 2020.
Your request will now be dealt with under the Freedom of Information Act
2000 and has been allocated reference FOI20-267 which should be quoted in
all correspondence. We will respond to your request within 20 working days
starting the next working day after receipt, therefore you can expect to
receive a response no later than 14^th September 2020.
Please note that in order to fulfil your request we need to liaise with
other teams across the University. Due to the current Coronavirus pandemic
most staff are now working remotely, and it is likely that there will be a
delay in responding to your request. Staff may not be able to assist as
they may need to prioritise other work, cover for colleagues who are ill
or be away from work themselves due to illness. However, we will do our
best to meet this deadline and keep you informed should we be unable to do
so.
In some circumstances a fee may be payable and, if that is the case, we
will let you know. A fees notice will be issued to you, and you will be
required to pay before we will proceed to deal with your request.
Yours sincerely
Ian Johnson Ian Johnson
Assurance Officer Swyddog Sicrwydd
Strategic Planning & Governance Adran Cynllunio Strategol a
Cardiff University Llywodraethu
2nd Floor, Friary House
Greyfriars Road Prifysgol Caerdydd
CF10 3AE
LLawr 2, Friary House
Heol y Brodyr Llwydion
CF10 3AE
Tel: 029 208 79633 Ffon: 029 208 79633
E-mail: [3][email address] E-bost:
[4][email address]
The University welcomes
correspondence in Welsh or English. Mae'r Brifysgol yn croesawu
gohebiaeth yn Gymraeg neu'n
Saesneg.
Dear Jack,
I am writing to you regarding our email of 14^th August 2020.
Please be aware that the legal response time of 20 working days has been
paused, whilst we await further clarification from you.
If we do not receive any clarification from you by 14 September 2020, we
will assume that you no long wish for your request to be considered and
will close the request.
Kind regards,
University Secretary’s Office Swyddfa Ysgrifenydd y Brifysgol
Cardiff University Prifysgol Caerdydd
Friary House Friary House
Greyfriars Road Heol y Brodyr Llwydion
Cardiff Caerdydd
CF10 3AE CF10 3AE
E-mail: [1][email address] E-bost:
[2][email address]
We welcome correspondence in Welsh
or English. Corresponding in Welsh Rydym yn croesawu gohebiaeth trwy’r
will not lead to any delay. Gymraeg neu’r Saesneg. Ni fydd
gohebu yn Gymraeg yn creu unrhyw
oedi.
From: InfoRequest
Sent: 14 August 2020 15:57
To: Jack Robson <[FOI #684553 email]>
Subject: RE: FOI20-267 Student complaint statistics
Dear Jack,
We have been asked to clarify the following:
The below questions are not clear. Are you asking for the length of time
from receipt of a complaint from OIA to the OIA’s decision?
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?
With regard to the below question please confirm whether the part
highlighted yellow relates to OIA cases only or OIA cases and Complaints:
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?
We look forward to hearing from you.
Yours sincerely
Ian Johnson Ian Johnson
Assurance Officer Swyddog Sicrwydd
Strategic Planning & Governance Adran Cynllunio Strategol a
Cardiff University Llywodraethu
2nd Floor, Friary House
Greyfriars Road Prifysgol Caerdydd
CF10 3AE
LLawr 2, Friary House
Heol y Brodyr Llwydion
CF10 3AE
Tel: 029 208 79633 Ffon: 029 208 79633
E-mail: [3][email address] E-bost:
[4][email address]
The University welcomes
correspondence in Welsh or English. Mae'r Brifysgol yn croesawu
gohebiaeth yn Gymraeg neu'n
Saesneg.
From: InfoRequest
Sent: 14 August 2020 13:54
To: Jack Robson <[5][FOI #684553 email]>
Subject: FOI20-267 Student complaint statistics
Dear Jack
I acknowledge receipt of your email received by this office on 14^th
August 2020.
Your request will now be dealt with under the Freedom of Information Act
2000 and has been allocated reference FOI20-267 which should be quoted in
all correspondence. We will respond to your request within 20 working days
starting the next working day after receipt, therefore you can expect to
receive a response no later than 14^th September 2020.
Please note that in order to fulfil your request we need to liaise with
other teams across the University. Due to the current Coronavirus pandemic
most staff are now working remotely, and it is likely that there will be a
delay in responding to your request. Staff may not be able to assist as
they may need to prioritise other work, cover for colleagues who are ill
or be away from work themselves due to illness. However, we will do our
best to meet this deadline and keep you informed should we be unable to do
so.
In some circumstances a fee may be payable and, if that is the case, we
will let you know. A fees notice will be issued to you, and you will be
required to pay before we will proceed to deal with your request.
Yours sincerely
Ian Johnson Ian Johnson
Assurance Officer Swyddog Sicrwydd
Strategic Planning & Governance Adran Cynllunio Strategol a
Cardiff University Llywodraethu
2nd Floor, Friary House
Greyfriars Road Prifysgol Caerdydd
CF10 3AE
LLawr 2, Friary House
Heol y Brodyr Llwydion
CF10 3AE
Tel: 029 208 79633 Ffon: 029 208 79633
E-mail: [6][email address] E-bost:
[7][email address]
The University welcomes
correspondence in Welsh or English. Mae'r Brifysgol yn croesawu
gohebiaeth yn Gymraeg neu'n
Saesneg.
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