COMPLAINTS ABOUT SERVICE ISSUES - WEBINAR

Complaints about Service Issues | Level 1 webinar 

In this webinar we will explore some of the common complaints we see from students about service issues, including complaints about course delivery, facilities, and whether their experience of higher education met their expectations. We will look at principles of good practice in designing and operating a complaints procedure and share our approach to reviewing complaints - including complaints relating to students’ rights as consumers. We’ll also consider good practice in relation to complaints about industrial action or other significant disruption.

This is a free level 1 webinar and is for any staff at providers or student representative bodies who have a role in considering complaints about service issues, or in supporting students to make complaints. It will reference the Good Practice Framework for handling complaints and academic appeals and give an overview of good practice in resolving complaints. It is not intended to provide an in-depth interpretation of providers’ legal responsibilities or of students’ legal rights.