Skip to main content

Window on Warwick: The Student Feedback and Complaints Resolution Pathway

Warwick has a three-stage Student Feedback and Complaints Resolution framework. This session will give staff an overview including how to handle student complaints or advise students.

Who is it for?

All staff – especially frontline staff within both academic and service departments, personal tutors and anyone who assists students in resolving complaints.

Session Objectives:

To enable University staff to understand the three-stage Student Feedback and Complaints Resolution Pathway and how to handle student complaints or advise students.

This session will give an overview of the integrated procedure and cover:

  • The importance of feedback
  • What is a complaint?
  • Who can make a complaint?
  • Overview of the three-stages in the University procedure
  • The University’s Student Complaints team (who’s who)
  • The focus on early resolution
  • Stage 1 (local resolution) – Logging complaints (*new reporting guidelines*)
  • Possibilities for facilitated discussions (formerly referred to as mediation in the procedure)
  • Timescales for dealing with cases
  • Using complaints to improve services
  • The OIA, CMA and the wider context
  • Related aspects- eg data protection, anonymous complaints, confidentiality

For more information please see the complaints website (NB staff need to be signed in to access these pages)and the booking page for the other sessions please see the Complaints website (NB staff need to be signed in to access these pages):

http://www2.warwick.ac.uk/services/feedbackcomplaints/students/staffguidance/

Led by

Alison Bell (Assistant Registrar, Academic Registrars Office) and TBC (Administrative Officer, Complaints Resolution)

Questions? Contact Jane Cooper, j dot p dot cooper at warwick dot ac dot uk, ext 24893, Learning and Development Centre
Where & when? 


Date: Monday 30 April 2018
 
Time: 12:30pm-1:30pm

Venue: CMR1.0, University House
 
Catering:
Light refreshments on arrival

Book a Place


Would you like to update staff on your department's developments?
M:\PL\Jay\Gareth\Web graphics\WOWlarge.jpg

Do you have skills within your department which would benefit other staff?


Contact Jane Cooper j dot p dot cooper at warwick dot ac dot uk to discuss

To be added to the Window on Warwick mailing list please contact Jane Cooper j dot p dot cooper at warwick dot ac dot uk