2. Dealing With Student Complaints Creatively Aims of the workshop To consider how we will respond to an increase in complaints from September 2012 To consider the role of key staff To explore the decision making and communicating skills required by key staff To consider effective handling of complaints at the informal and formal process

3. Dealing With Student Complaints Creatively Where we are now- the rise in student complaints Nationally a 37% rise in two years to 2010 Student Dissatisfaction cases to OIA up 33% in 2010 USO caseload – up 20% in academic year 2010/11, showing a consistent increase year on year

4. Dealing With Student Complaints Creatively Managing Higher Expectations The Student as a Customer/Consumer Are our procedures fit for purpose? Student Complaints Working Group New Complaints Procedures for 2012/13 “Help” documents for staff and students Training for key staff needs

5. Dealing With Student Complaints Creatively Recent Complaints – Emerging Themes Quality Issues – teaching, resources Support systems Disability, discrimination issues “Ownership” of Complaint Communication and Timeliness of Response Lack of Apology

6. Dealing With Student Complaints Creatively What can you do? Examples of best practice Innovative solutions Effective strategies What can we do? How can the USO better engage with you to advise/assist in the handling of complaints?