Student Complaints - A Constructive Approach to Tackling Problems

by Sarah Dodds

Even the best education providers receive student complaints. What is crucial is that when they are made they are handled in a fair and constructive manner.

All schools, further education colleges and higher education institutions have complaints procedures that can be used by students and / or parents. Most procedures promote the informal resolution of complaints wherever possible, before providing a more formal complaints procedure for unresolved issues.

The exact structure of complaints procedures varies from institution to institution, but most will allow for: a complaint to be made in writing; an investigation of the matter; a written decision and a right of appeal.

After internal procedures have been exhausted students may take matters further and ask an independent party to look at the decision that was made regarding the complaint. For example, if a complaint concerns a higher education institution then a complaint can be made to the Office of the Independent Adjudicator for Higher Education (OIA).The OIA cannot overrule a decision based on academic judgment, but can address other issues connected to the provision and outcome of courses.

In recent years the OIA have seen a marked increase in the number of complaints that they have received. In 2006 they received 586 complaints and in 2007 they received 734 complaints. As fees for courses become more expensive, students consider themselves as consumers as well as learners, rightly expecting their queries and complaints to be addressed. The majority of complaints (64%) relate to exam results, with a further 11% dealing with complaints arising out of disciplinary action. As the graduate job market becomes more competitive and students invest more and more money in their education it has become crucial to obtain a good degree and students are less inclined to accept a poor academic result.

Against this background of increased cost and competition, it has become more important than ever that complaints are dealt with in an appropriate manner, enabling a satisfactory outcome for all.

Sarah Dodds is a solicitor in Burnetts’ Dispute Resolution team. For further information about education-related complaints, contact the team on 01228 552222.

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Burnetts provides nationally recognised, specialist legal advice to schools, colleges, universities and other education providers.