Recommendation(s): 60

Recommendation 60: We recommend to institutions that, over the next two years, they review and, if necessary, amend their arrangements for handling complaints from students, to ensure that: they reflect the principles of natural justice; they are transparent and timely; they include procedures for reconciliation and arbitration; they include an independent, external element; and they are managed by a senior member of staff.

9.8 The Government regards it as important that, as the Committee recommends, institutions should review their procedures for handling student complaints, and amend them if they do not meet certain criteria, including an independent external element. The Government encourages institutions to take the necessary action in the light of the guidance to be issued shortly by the Committee of Vice-Chancellors and Principals and intends to review, in two years’ time, whether sufficient progress has been made.

Previous Section

Next Section

Return to Chapter 9 Index