Transcript New Complaints Procedure PowerPoints

2013 Complaints Procedure
[email protected]
Background & Definition
•New regulations passed on from Senate Office
•Two stages of complaint
•Compliance is now a condition of SFC Funding Agreement
•Two complaints investigating officers in SoH (Stage 2 only!)
•Stage 1 can come to any member of staff
•Interpretation and formalisation of complaints process by Humanities Admin
•Definition a complaint is:
– “An expression of dissatisfaction by one or more individuals about the standard of
service, action or lack of action by or on behalf of the University.”
Stage 1 Complaint
Student raises
complaint
Identify if it is a
complaint
Contact
Senate Office
Problem/Issue:
Can be dealt with
quickly/easily to
student’s satisfaction
Not
sure
Yes
Is it high risk/profile
complaint?
No
Student
Completes
Stage 1
Complaint Form
Identify best person to
deal with complaint
Inform TSSA
I’m
dealing
with it
Not a complaint:
Dealt with in other
process:
Staff-student cttees
Exam Boards etc
No
Follow Stage 1 Complaints
Form guidance & use
common sense
[email protected]
Still no resolution
(time/student not
satisfied)
Contact Senate
Office for
Extension
Escalates to Stage
2 Complaint
No resolution:
>5 days
Unresolved
Complete in 5 working days
Keep formal record
Send outcome letter to
student
Stage 2 Complaint
Raised by student
or staff through
Senate Office
Student
contacts
Ombudsman
Complaints Officer
allocated case
Still
dissatisfied?
Stage 2 Complaints
Form here
Full response
within 20
working days
Extension poss with
agreed time limits
FAQ
• FAQ here: 2013-14 Complaints FAQ v2
• Contact me with any queries to add to FAQ
– [email protected]