In-House: Effectively Handling Student Complaints

Overview

As students become increasingly aware of their consumer rights, universities are seeing a surge in the volume of complaints. Last year, dissatisfied students received more than £650,000 in refunds and compensation. It is therefore vital that universities emphasise their commitment to student needs and develop an effective complaint handling processes.

Our Effectively Handling Student Complaints course addresses this rise in student complaints and helps your institution to avoid prolonged disputes. Explore trends in complaints and appeals and learn how to efficiently respond and resolve student complaints.

Book this highly interactive course for your organisation In-House to receive practical guidance that will help you to perfect your complaints procedures and develop an action plan to take back to your institution.

Run this Course In-House

Learning Outcomes

Examine recent changes to student complaints handling guidelines
Learn how to overcome communication challenges when responding to complaints
Know how to respond to different types of complaints
Understand how to conduct fair and legally compliant investigations
Develop an action plan to improve your organisation’s swift handling of complaints

All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified, with signed certificates available upon request for event.

Enquire About In-House Training

To speak to someone about a bespoke training programme, please contact us:

0800 542 9414
[email protected]

Agenda

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09:15 - 09:45

Registration

09:45 - 10:00

Chair's Welcome and Clarification of Learning Objectives

10:00 - 11:00

Student Complaints Handling: Latest Developments

Understand the current landscape of student complaints and consider the findings of the Office of the Independent Adjudicator’s (OIA) Annual Report
Explore recent updates to the OIA Good Practice Framework regarding how to deliver learning opportunities with others and supporting disabled students
Identify key themes in complaints, appeals and extenuating circumstances claims

11:00 - 11:15

Morning Break

11:15 - 12:00

Responding to Complaints & Conducting Investigations

Effective communication techniques that will help to avoid escalation of a complaint
Undertaking fair and legally compliant investigations
Learn how to establish a robust compensation and refund policy
Approaching appeals and investigations and confidently deal with unacceptable complainant behaviour
Recognise how to provide a meaningful apology to complainants

12:00 - 12:45

Case Study: Learning from Student Complaints

Consider what student complaints indicate and how you can learn from their feedback
Examine different examples of complaints and investigation reports that have been managed effectively
Identify best practice when it comes to the style, tone, vocabulary and presentation of facts in complaint responses
Establish who should be managing different stages of the complaints process
Discuss the challenges of handling complaints

12:45 - 13:45

Lunch

13:45 - 14:30

Workshop: Responding to Different Types of Complaints

Know which forms of complaints are covered by your institution’s jurisdiction
How to categorise and respond differently to complaints
Recognise how to deal with complaints, appeals and extenuating circumstances claims from students with mental health difficulties
Use a range of techniques including informal resolution, mediation and conciliation to resolve matters more swiftly
Establish straightforward disclosure procedures and develop a culture where students feel comfortable raising concerns

14:30 - 14:45

Afternoon Break

14:45 - 16:00

Workshop: Develop an Effective and Robust Complaints Procedure

During this afternoon workshop, work with the Chair and peers to develop an action plan for creating a robust complaints procedure in your institution

Understand how integrated resolution pathways can improve complaints handling across all departments and services
Develop a system for logging complaints
Provide information and guidance for staff when it comes to dealing with complaints
Improve the consistency and transparency of your complaints procedure by developing an action plan for your institution

16:00 - 16:15