Case Summaries

Because of the seriousness of the student’s complaint the provider agreed to consider it even though they were no longer a student. The provider upheld the student’s complaint but said that because of data protection confidentiality issues it could not tell them the outcome of the subsequent staff disciplinary proceedings. The provider offered to pay for counselling sessions for the student.

The student complained to us that the investigation was intrusive, and the outcome lacked transparency and that the provider had not offered them a meaningful apology for the trauma they had experienced. The student was concerned about other students and wanted to be told what action the provider had taken against the member of staff.

We explained to the student that it was reasonable for the provider to keep the details of the staff disciplinary proceedings confidential. We proposed to attempt to settle the complaint to help the student find some closure and the student agreed with this course of action.

We discussed the issues with the provider. The provider offered the student a meaningful apology from a senior member of staff, an opportunity to have a facilitated meeting with the provider and the OIA, to discuss safeguarding for future students, and a sum of compensation for the distress and inconvenience caused. The student accepted the offer and the complaint was Settled on that basis.

When the student felt ready we facilitated the meeting. At the meeting, the provider outlined what actions it had taken as a result of the student’s complaint, and the student was able to ask questions and comment on the way the provider had conducted the investigation into their complaint. The provider thanked the student for the courage they had shown by coming forward with the complaint.