Brief Outline: A better understanding of implementing the Student Complaints and Grievance Procedure

If a student encounters a problem(s), we encourage staff to try to resolve these as soon as they arise. We are committed to learning from complaints and to identifying enhancements to the overall student experience wherever possible.  In most cases, we expect and aim to resolve problems at an early opportunity and in the simplest way. The University’s Student Complaints and Grievance Procedures therefore exist to enable students to make complaints about such matters.

The Student Complaints & Grievance procedure forms part of the University Regulations (www.mdx.ac.uk/regulations). The procedure includes the following 3 stages:

• Early Resolution Stage (Stage1) - This could be either at programme level, School-level or within the relevant service department.
• Formal Stage (Stage 2) - This would normally be the Deputy Dean (for academic programme or School-related complaints), or the Head of the relevant service department or his/her nominee (for service related complaints).
• University Review Stage (Stage 3) - The review will be carried out by an independent designated Senior Manager.

There is a separate process for handling Student Appeals relating to assessment, progression or award.

Intended Outcomes

• To gain an appreciation of the Student Complaints and Grievance Procedure and be able to understand the stages within the procedures.

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• Know where to obtain advice, guidance and the key contacts who can advise on student complaints dealing with them at a local level.
• Participants will have the opportunity to apply the exploration of case studies and gain practical experience of applying the procedure.

Target Audience

Staff working with students on a regular basis.

Pre-requisites

No previous experience required