In 2017, £650,000 in refunds and compensation were awarded to almost 200 students who issued complaints to the Office of the Independent Adjudicator (OIA). In their most recent annual report, the OIA outlined the trend of increasing complaints from students, which rose by 8% in 2017 compared to the previous year. With complaints often related to dissatisfaction with poor facilitates and mis-advertising of course content, universities must do more to meet students’ needs and expectations.

International students in particular are more likely to air concerns, accounting for 23% of complaints despite only making up 13% of the student body. With Brexit looming and the UK HE sector facing uncertainly over the impact this will have on drawing international students to the UK, universities must ensure that they are doing all they can to deliver the optimum academic and social experience for this cohort.

While implementing measures to prevent issues from arising is key, such as providing safe and secure accommodation and delivering course content that matches the prospectus, when things do go wrong it is vital for every HE provider to have a robust and effective complaints handling procedure in place, and ensure that all students are aware of the process and how to access support. The OIA’s The Good Practice Framework for Handling Complaints and Academic Appeals provides detailed guidance for HEIs, which it is vital they adhere to in order to demonstrate compliance with consumer law.

At a time where questions around value for money are being heard more frequently, the onus is now on HEIs across the UK to review their overall offer to students to ensure a high-quality experience, and develop effective strategies for responding to complaints and concerns in a timely, sensitive and supportive manner.

This one day forum will provide an opportunity to review procedures for resolving complaints across the Higher Education (HE) sector, and discuss how to improve practices to provide better support for students. Participants will engage with policy leaders and best practice case studies to determine the most effective structures and processes for complaint resolution and alleviating students’ concerns in a timely and sensitive manner, as well as strategies to prevent concerns from arising, with a view to improving the overall student experience.

Key speakers confirmed:
• Jo Nuckley, Head of Adjudication Team, Office of the Independent Adjudicator (OIA).

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.