Handling Complaints in Small and Specialist Institutions: Case Examples

Siobhan HohlsAdjudication Manager

29 June 2010

Case Example 1

Background

• Student completes course and is awarded a 2.2 degree classification.

• Lodges an appeal against College.

• College rejects appeal.

Complaint to OIA

• If he had been better supported he would have achieved a 2.1. Requests that his degree classification be reconsidered.

OIA Review

• Transcript Error – No procedural error identified. College decision reasonable. Not Justified

• Marks for Final Project – Not a valid ground of appeal. College decision reasonable. Not Justified

Case Example 1 continued

• Extenuating Circumstances – Submission did not meet grounds for appeal concerning extenuating circumstances. Not Justified

• Disability Support – It was unreasonable for College to reject this aspect of appeal as not having established grounds for further consideration. Justified

Decision

• Partly Justified

Recommendation

• Offer to reconvene an Assessment Review Board to consider this aspect of the appeal.

Case Example 2

Background

• Student found guilty of plagiarism – work recorded as fail & she could restart course the following year.

• Lodged an appeal on the grounds that there had been a material error or irregularity.

• College found she had not established a prima facie for appeal.

Complaint to OIA

• Disputed that she had plagiarised and tried to explain the circumstances.

• College did not have evidence that proved that she had plagiarised.

OIA Review

• OIA is interested in the process followed by the University.

Case Example 2 continued

• College did not follow its procedures correctly or act fairly in its consideration of the allegations.

• Neither the Academic Misconduct Panel nor the Academic Registrar properly considered whether there was sufficient evidence to make a finding of plagiarism.

Decision

• Justified

Recommendation

• Decision should be quashed and removed from student’s record.

• College to review practices and procedures.

Case Example 3

Background

• Concerns raised about student’s behaviour.

• Student is suspended due to serious misconduct.

• Complaint lodged against the College.• Procedural irregularity• Lack of evidence

• Complaint not upheld.

Complaint to OIA

• Student had not seen statements of complaint.

• The suspension was unwarranted.

• Procedural irregularity.

Case Example 3 continued

OIA Review

• The College did not base its decision on the complaints from others alone.

• Behaviour described was consistent with serious misconduct as explained in the regulations.

• Penalty imposed was reasonable and not excessive – Not Justified

• However, there were procedural failings – Justified• College should have contacted student’s parents earlier.• No records of any meetings.• No formal letter of suspension sent to student.• Unclear under whose authority student was suspended.• No sign posting to the Appeal Procedures.

Case Example 3 continued

Decision

• Partly Justified

• Recommendation

• College to review its practices and procedures to include:• Clarity on Appeal Procedures, including decision letter to be sent to student

informing him/her of the right to appeal.• Clarity on who can suspend.• Ensure that minutes are kept.• Completion of Procedures Letters to be issued at the end of all procedures.

Case Example 4

Background

• MPhil/PhD student lodged informal complaint regarding lack of supervision.

• Acknowledgment that there was a lack of clarity regarding supervision but referred to change in Thesis Proposal.

• Student given two options to continue.

• Student lodged a formal complaint.• Options presented were unacceptable• Supervisory arrangements were not adequate.

• College found complaint had substance and made recommendations.

• Student lodged appeal and a Complaints Panel was convened.

Case Example 4 continued

• Complaints Panel determined the proposed actions by College were reasonable.

Complaint to OIA

• Supervisory arrangements and proposed action to address complaint were not adequate.

OIA Review

• College had followed procedures correctly.

• College accepted that supervision was below the expected standard.

• OIA agreed that it was not fair to blame student for the shift in focus of her thesis proposal.

• Colleges’ offer of compensation was not reasonable.

Case Example 4 continued

Decision

• Justified

Recommendations

• £3000 compensation for the failings identified.

• College to provide student with a statement of progress.