4: Your Feedback and Concerns

Your feedback to us

We place great value on feedback from students and we have a number of mechanisms in place to ensure we receive and act on feedback on all aspects of your experience within the Department and the University.

You can provide feedback to us through a number of mechanisms such as:

• Module Evaluations twice a year
• Your Personal TutorLink opens in a new window
• Attending a focus group
  
• Advice and Feedback hours of the Senior TutorLink opens in a new window
• Advice and Feedback hours of the Director of Student Engagement and Progression: Mahnaz NazneenLink opens in a new window
• The Student-Staff Liaison CommitteeLink opens in a new window (SSLC)
• Warwick Student Feedback SurveyLink opens in a new window (SFS) in term 1 and term 3
• Departmental online feedback form (which is anonymous)

The Head of Department is also happy to hear thoughts from students regarding all operations within the Department. You may reach him via email or via his PA Gill Gudger: G.E.Gudger@warwick.ac.uk.

We strive to offer every student the best possible experience and it is your feedback that will enable us to continually improve. The University actively encourages feedback on all aspects of the student experience.

Module Evaluation

In the final weeks of the Autumn and Spring terms you will be asked to fill in an online evaluation for each Economics module that you take. This gives you the opportunity to express your views on various aspects of the module. Feedback is most useful when it is provided in a considerate and thoughtful way.

Why is feedback collected?

We are seeking to improve our teaching provision and your learning experience on a continuous basis. We need to identify problems in order to mitigate or eliminate them. We need to know what you find helpful so we can disseminate best practices in teaching and learning throughout the Department. Your responses are an essential input into these processes. If you treat it seriously and responsibly, so can we. The information collected from Module Evaluations is considered by the module teaching team and is then reviewed by senior management in the Department and used in staff performance reviews. As a Department, we also look at your suggestions for improvement across modules and consider changes based on these.

What is useful feedback?

You receive feedback whenever your coursework is marked and returned to you with the marker’s comments. Thinking about what you like and dislike as feedback on your coursework will help you recognise what is useful feedback for your module lecturers and tutors.

Be honest

The process of 'teaching and learning' requires participation by two people — the teacher and you. The benefit to you from taking a module will depend in part on your own input. This is not just your physical presence at lectures and module Support and Feedback classes and the number of essays you have submitted. Amongst other things, it is also your preparation and background reading, your participation in discussion and joint work and so on. If you feel you did not get much out of a module, ask yourself honestly how much you put in. Learning new things is rarely achieved without effort and discomfort and is normally accompanied by temporary confusion. If you experienced boredom or a failure of motivation, consider how you should apportion responsibility between your lecturers/tutors and yourself.

Try to separate content from personality
During your time at Warwick you may be taught by dozens of members of staff. It would be surprising if you liked them all equally as people or if some, at least, didn’t have habits that are irritating to you. Try to distinguish between your reactions to their personality and to their teaching. It is possible for you to dislike someone but still derive benefit from their teaching (and the other way round, of course).

Be considerate
Lecturers have feelings too. Sometimes criticism is justified, but try to offer criticism in a sensitive way. Comments such as “X is the worst lecturer I’ve ever had” aren’t useful or constructive. Think what it would mean to you to be told: “This is the worst essay I’ve ever marked”. It would hurt your feelings. Then you might get angry and think: “That says more about you than me.”

Be conscientious
Please complete the online evaluation forms in weeks 10 and 24, respectively. If only a small proportion of forms are returned, our perceptions of students’ views may be biased as a result. Don’t lose your chance to be heard.

What happens to your feedback?

Our module evaluation form is online and includes space for written comments.

• The written comments are retained by the module leader, though they are also read by the Deputy Head of Department (Teaching) and the Head of the Department. The written comments will also be reviewed by a small number of senior PSS to enable them to create an overall summary of the data and feedback.
• A summary of the responses to module evaluations is shared with the Student-Staff Liaison Committee and the will be uploaded to module web pages.
• At the end of each term module leaders write an Annual Module Report, incorporating both qualitative and quantitative feedback results (see more on this below).

The feedback you provide is an essential input into our quality management process. It will help to improve the teaching and learning environment for yourselves and for future students. We ask you to take part in it thoughtfully and seriously.

Annual Module Review

As part of our efforts to monitor the quality and standards of our degree courses, the Department engages in an annual process of review each year. This forms the cornerstone of the internal scrutiny of our degree courses.

At the end of term 1 and term 2, module leaders are required to complete a report on the operation of their module during that term, commenting on aspects such as the performance of the student cohort, any changes introduced that year and proposed for next year, any issues raised in relation to this module at the SSLC, and the data and comments generated by Module Evaluation. The module leader also writes a summary of this which is shared with students.

All Annual Module Review Reports are considered by the Director of Undergraduate Studies, who then summarises key points and presents them to the Undergraduate Management Committee. This identifies causes for concern, suggests action to overcome problems, and monitors trends from year to year.

What is a complaint?

There may be occasions during your time in the Department when things may not work out quite as you would wish or something may go wrong. We are very receptive to resolving any issues you may experience. The difference between providing the Department with feedback and making a complaint is sometimes misunderstood. We define a complaint as "an expression of significant or sustained dissatisfaction where a student seeks action to resolve the problem."

A complaint may relate to:

1. the quality and standard of service we provide, including teaching and learning provision
2. failure to provide a service
3. unsuitable facilities or learning resources
4. inappropriate behaviour by a staff member, student or individual associated with the University
5. failure of the University to follow an appropriate administrative or academic process.

Under the University's procedure, a complaint is not classed as:

1. a routine, first-time request for a service
2. a matter purely relating to academic judgement
3. an academic appeal against a decision made by an exam board
4. a request under the Freedom of Information Act, Data Protection Act, Subject Access Requests
5. a request for information on University policy or practice
6. a response to an invitation to provide feedback
7. an insurance claim
8. an attempt to have a complaint reconsidered when the University has already given its final decision
9. an accusation of research misconduct
10. a challenge to an admissions decision
11. a complaint about the Students' Union
12. a complaint about matters which have already or are under consideration by the Office of the Independent Adjudicator for Higher Education (OIA), a court or tribunal.
    

The University has a three-stage complaints resolution procedure. The information below outlines in brief how to make a complaint, but you are asked to consult the Student Complaints Resolution ProcedureLink opens in a new window for more comprehensive information.

Informal channels (Stage 1)

The first stage of the complaints procedure is the stage where straightforward concerns should be resolved swiftly and effectively at a point at which a complaint is made. You are asked, unless the complaint is of a very complex or serious nature, to start the process at Stage 1Link opens in a new window. All Stage 1 complaints are investigated and responded to within 20 University working days.

You may wish to contact the member of staff in the Department whose actions have caused the issue to occur. You may also want to talk to your Personal Tutor or Year Tutor for advice. If you believe the issue is of a general nature relating to the teaching and learning provision in the Department, you may alternatively contact your SSLC representative, who can raise the matter on your behalf. Should you feel unable to raise your issue with the member of staff directly concerned, you should email economics.quality@warwick.ac.uk.

Complaints submitted anonymously are difficult to investigate and resolve, and as such, we do not encourage them. Such complaints will only be taken forward if sufficient information is provided to enable investigation. However, informal feedback about a service we provide may be submitted anonymously using this formLink opens in a new window.

Occasionally there are disputes of a personal nature. These are rare, but cannot be ruled out in a large organisation like a university. Personal difficulties may arise if you believe that another student or a member of staff is discriminating against your or harassing you on the grounds of personal dislike or broader prejudice. In such circumstances you may take the matter up with your Year Tutor, who will help you refer the issue to the appropriate authority. If you do not feel comfortable doing this, you may contact the Students' Union Education Officer Link opens in a new windowor the Student Advice Centre Link opens in a new windowfor support.

In the event of a personal dispute involving your Personal Tutor, we recommend that you contact the Senior Tutor (who will assign you a new Personal Tutor at your request and without requiring you to give reasons if you do not wish to do so).

Formal channels (Stage 2)

In cases where you have raised an issue in Stage 1 of the complaints process with a member of the Department and have not received a response with which you are satisfied, or in cases which are significantly serious or complex to be dealt with informally, you should follow the University's Stage 2: Formal Departmental Investigation and Resolution.Link opens in a new window 

You should initially seek support and advice and there are a variety of sources available to you: Wellbeing Support Services (including the Dean of Students' Office ), the Students’ Union Advice Centre, and/or your Personal Tutor or Year tutor.

You should then download and complete the the University Stage 2 FormLink opens in a new window, and once completed you must submit this onlineLink opens in a new window. You will be expected to provide full details and the resolution you wish to achieve, along with all relevant supporting evidence and documentation.

You can expect to receive a response within 30 University working days. For further information please refer to the Stage 2 procedureLink opens in a new window.

Formal channels (Stage 3)

If you remain dissatisfied with the outcome of your Stage 2 complaint, you may escalate it to Stage 3 of the complaints procedure. This stage is the Formal Institutional Review and Final ResolutionLink opens in a new window, which is where you may appeal to a higher body within the University for a review of the process to ensure that appropriate procedures were followed and that the decision was reasonable. A Stage 3 complaint must be submitted with 10 University working days of receiving the Stage 2 outcome.

A Stage 3 review may be requested when:

• there is evidence of procedural irregularity or bias at Stage 2;
• the Stage 2 outcome is considered unreasonable;
• material evidence is available that was unavailable at Stage 2 and it is determined that it would not be appropriate for the relevant Department to re-open the case within Stage 2.

You should initially seek support and advice and there are a variety of sources available to you: Wellbeing Support Services (including the Dean of Students' Office), the Students’ Union Advice Centre, and/or your Personal Tutor or Year tutor.

You should then download and complete the the University Stage 3 FormLink opens in a new window, and once completed you must submit this onlineLink opens in a new window. You should include full details of the complaint and outcome of the Stage 2 request.

This stage of the complaints resolution procedure is concluded within 28 days.

All students should feel free to contact any member of staff with issues.

Office of the Independent Adjudicator (OIA)

If your complaint reaches the point where it has exhausted the three stages of the University's Student Complaints Resolution Procedure, you have the right to refer your complaint to the Office of the Independent Adjudicator for Higher Education (OIA)Link opens in a new window. The OIA must receive the complaint within twelve months of the date of the Completion of Procedures Letter from the University, and complainants are subject to eligibility criteria.
PAGE 5 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Student Voice and How to Get Involved >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

Student Voice and How to Get Involved

Students play a vital role in shaping the university experience. In this section, you can find information about how to get involved in department and university life and contribute towards our success. You will also find information about how you can provide feedback to us and if needed, how to make a complaint.

Student Voice

There are a number of ways in which you can get involved in the life of the Department, and contribute towards our successes, such as:

• Involvement and engagement with the Student-Staff Liaison Committee (SSLC)
• Engage in Department activities such as Careers events, Warwick Economics Lectures, Economics Bites sessions, social events
• Join one of the Economics Societies
• Share your views in a student focus group
• Become involved in the Warwick Internship Scheme for Economists (WISE)
• Apply to take part in the Undergraduate Research Support Scheme (URSS)

These are interesting and fantastic opportunities for you to develop skills that you might not ordinarily use. Through contributing in this way you can demonstrate your resourcefulness, adaptability and willingness in your CV.

Director of Student Engagement and Progression

The Director of Student Engagement and Progression (DSEP) Dr Mahnaz NazneenLink opens in a new window, will act as champion for the student voice in the department and is responsible for working with you to enhance the student experience. This includes a focus on building a learning community, supporting student learning, and developing department policies and practice to improve student experience. The DSEP works closely with the undergraduate Student-Staff Liaison Committee (SSLC), and is always keen to hear your views and feedback.

Student-Staff Liaison Committee (SSLC)

The SSLC is a committee made up of elected student representatives and members of staff, which meets five times during the year. It provides an accessible arena for you to discuss issues and ways to improve teaching, learning, student support and the student experience with staff. The SSLC meetings also provide an opportunity for us to consult with you and receive feedback on new proposals and to get your support in reaching the wider student body. The SSLC will always be consulted on any major changes to course structures or content

Each year, a Diploma Course Representative is elected to represent your cohort as part of the undergraduate SSLC. This is a great opportunity to contribute to student voice and departmental decision-making. Elections for the Diploma Rep will take place at the start of Term 1, and you’ll be notified at the beginning of term with details on how to apply.

You can find out how to get involved with the SSLC, whether it is contacting a representative to raise an issue, voting for a candidate or standing in the elections hereLink opens in a new window. You will also find meeting details, agendas, minutes and the annual reports on our SSLC webpagesLink opens in a new window.

Please note that personal problems or grievances are not a matter for the SSLC; these should instead be addressed by following the Department's Complaints and Grievances Policy (see Section 6.5).

For more detailed information and previous minutes and agendas please see the SSLC information on the Economics website.

How to get involved in the SSLC

• Stand as a candidate in the autumn elections.
• Vote for your preferred candidates in the elections.

• Submit an item for the agenda of the SSLC meeting by contacting one of your SSLC representatives.
• Keep up to date with the agenda and minutes of the SSLC meetings.

Student Societies