Swansea University congratulated on exemplary student appeals and complaints management.

Mr Robert Behrens, the Independent Adjudicator and Chief Executive of the Office of Independent Adjudicator (OIA) addressing delegates from the University at a “Appeals and Complaints – Learning for the Future” work shop congratulated Swansea University for its exemplary record in managing student appeals and complaints.

Robert Behrens

Mr Behrens said that the OIA had witnessed a continuing increase in  student complaints referred to them on a national basis. However he praised universities for their excellent record, in that less than a quarter of cases referred to the OIA were partially or fully justified.

Swansea University’s record indicated that the percentage was far lower than the national average.   Mr Behrens  indicated that the OIA would have expected double the number of complaints from students to have been referred to it when comparing with the records of other similar sized universities.

He complimented the University for its thorough approach to processing appeals and complaints and also for its efforts to learn from student complaints by promoting preventative measures within its enhancement agenda.

The University was also thanked for its work through the Academic Registrars’ Council in developing national guidelines for university practitioners involved in student appeals and complaints.