Student complaint statistics
Dear University of Edinburgh,
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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2. https://ico.org.uk/
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4. https://www.ed.ac.uk/records-management/...
Dear Jack Robson
Thank you for your email of 14 August requesting information about student
complaints over the last 5 years.
As explained in our automatic reply message, the University’s working
arrangements are affected by the Coronavirus outbreak. Unfortunately, I am
currently unable to tell you exactly when you will receive a response to
your request. However, I can confirm that it is actively being progressed
and that we are making all efforts to respond to your request promptly.
The [1]Scottish Information Commissioner’s Office has issued a statement
about requests during the Covid-19 pandemic which you may find helpful.
If you are unhappy with the way the University has handled your request,
you do have the right to ask the University to conduct an internal review
of the reasons for the delay. The [2]Scottish Information Commissioner’s
guidance about this during the Covid-19 pandemic is available on their
website. If you wish to submit a review request you should write to the
Records Management Section (using this email address), describing the
original request, explaining your grounds for dissatisfaction, and
including an address for correspondence. When the review process is
complete, if you are still dissatisfied, you may use the Scottish
Information Commissioner’s guidance on making an appeal to make an appeal
to the Commissioner.
[3]The University of Edinburgh's request privacy notice, which describes
how we use the information you have supplied about yourself and your
request, is published on the University website.
Yours sincerely
Mark Hepworth
Information Compliance Officer
Records Management Section
The University of Edinburgh | Old College | South Bridge | Edinburgh | EH8
9YL
Telephone: 0131 651 4099
Email: [4][University of Edinburgh request email]
Website: [5]http://www.ed.ac.uk/records-management
The University of Edinburgh is a charitable body, registered in Scotland,
with registration number SC005336.
References
Visible links
1. http://www.itspublicknowledge.info/home/...
2. http://www.itspublicknowledge.info/YourR...
3. https://www.ed.ac.uk/records-management/...
4. mailto:[University of Edinburgh request email]
5. http://www.ed.ac.uk/records-management
Dear Jack Robson
Thank you for your email of 14 August requesting information about student
complaints over the last 5 years.
We apologise again for the significant delay in responding to your
request. Please find our response attached.
Yours sincerely
Mark Hepworth
Information Compliance Officer
Records Management Section
The University of Edinburgh | Old College | South Bridge | Edinburgh | EH8
9YL
Telephone: 0131 651 4099
Email: [1][University of Edinburgh request email]
Website: [2]http://www.ed.ac.uk/records-management
The University of Edinburgh is a charitable body, registered in Scotland,
with registration number SC005336.
References
Visible links
1. mailto:[University of Edinburgh request email]
2. http://www.ed.ac.uk/records-management
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