This one day in-person forum will explore the latest innovation and best practice in delivering robust complaint management, reporting and resolution processes. The event will examine the latest trends in student complaints, assess how a preventative approach can be designed and will explore leading solutions for case management on core issues including service delivery and academic appeals.

Participants will gain an opportunity to engage with practical workshops and breakouts assessing how to embed best practice based on OIA principles, supporting trust and transparency in investigations and ensuring inclusion and welfare-oriented outcomes within complaint management.

The forum will include the following sessions on the day:
• The OIA Update: A New Landscape for Student Complaints? – Trends and Expectations
• A Preventative Approach to Student Complaints: Pressing Reset on Student Satisfaction
• Managing Complaints on Services Issues: Staffing, Feedback and Academic Support
• Delivering a Successful Academic Appeals Process that Reduces Complaints
• Designing Robust Reporting and Case Management Processes on Harassment and Discrimination
• Workshop: Evaluating Your Complaint Processes – Delivering an Improvement Plan Based on the OIA Good Practice Framework
• Getting the Most Out of Complaints: Using Complaints to Promote Change – More than Just an Annual Report
• Centralisation of Complaint Investigations and Introduction of a new CRM – A Case Study
• Industrial Action in 2022 and Beyond: Preparation and Mitigation.

Don't forget to quote 'IGEdCentral20' when booking to claim your exclusive 20% discount!

There are three ways to register: call: 0203 770 6580; email: This email address is being protected from spambots. You need JavaScript enabled to view it.; or click the link below to visit the event website.