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Warwick Network 365: Effective Complaints Resolution

What is the difference between student feedback and a student complaint? Are you clear about your responsibilities within the Student Complaint Resolution Procedure? Do you have suggestions on making the University's process better or experiences that could helpfully be shared with colleagues?

Join us at the next Warwick 365 session to learn about effective student complaint resolution and the revised Student Complaints Resolution Procedure for the 2015/16 academic year. The session will be led by colleagues from the Academic Office and the Delivery Assurance and Resolution Service who are the central point of contact for colleagues dealing with student complaints.

The session will include advice on good practice and lessons learned since the introduction of the Procedure in September 2014. The session will also include guidance for colleagues over their responsibilities when dealing with student complaints and the support that is available to allow complaints to be dealt with effectively to facilitate resolution at the earliest stage of the complaint process. The session will be of use to colleagues who are likely to be involved in resolving complaints at any stage (including informal and formal) or who give advice to student complainants. It will also be an opportunity to share experiences of dealing with complaints under the new Student Complaints Resolution Procedure and feedback received during the session will inform future developments.

The session will of course include an overview of the Student Complaints Resolution Procedure but a key element will also be small group discussion, giving colleagues the opportunity to share their experiences and ask questions.

Further information about the Student Complaint Resolution Procedure is available on the feedback and complaints web pages, including a staff information page which is under development.


Wednesday 4 November 2015


R1.03, Ramphal Building

Register to attend