Webinar: 5 Action Points for Your Complaints Team - Lessons from OIA Cases

8 Jan

Written By Barry McHale and Rebecca Abraham, Office of the Independent Adjudicator for Higher Education

An illustration of a character using a magnifying glass to suggest action points for universities investigating student complaints.

As part of HE Professional’s 2023 Student Complaints Action Day, Barry McHale (Student Liaison Officer) and Rebecca Abraham (Provider Liaison Officer) led a workshop outlining 5 action points for your complaints team, with insights from cases at the Office of the Independent Adjudicator (OIA) for Higher Education. Watch below to hear about the case summaries, examine the core reasons for escalation, how complaint management could have been enhanced and core solutions on complaint resolution.