Student Complaints Conference 2024

Tuesday 26th November 2024
9:30 am - 4:10pm
Virtual Conference

The Student Complaints Conference 2024 will explore how to meet the unprecedented demands of complex case management and the next steps in supporting enhanced review, resolution and investigation processes across higher education.

The Conference will:

  • Explore how the complaints landscape is evolving and how providers should respond

  • Showcase new innovations in student resolution and casework management

  • Assess how stretched complaints teams can manage increasingly complex cases amid resource constraints

  • Evaluate how to improve investigation and complaints processes to drive fairness, transparency and accessibility

  • Offer deep-dive solutions on handling a surge in complaints from international and postgraduate students

  • Examine the role of quality assurance teams in developing a preventative approach to academic complaints and appeals

Why attend the conference?

Discover actionable ideas for maximising the impact of your complaints team

Build a toolkit for managing complex case management amid the funding squeeze

Design solutions for improving the effectiveness of your complaints review and investigation processes

Confirmed Speakers

Jo Nuckley
Head of Outreach and Insight
Office of the Independent Adjudicator for Higher Education (OIAHE)

Daniella Nzekwe
Head of Student Conduct and Appeals
King’s College London

Julian Sladdin
Partner
Pinsent Masons

Anna Johns
Head of Compliance and Consumer Protection
Canterbury Christ Church University

Agenda

09:30 am

Chair’s Welcome Address

Jess Procter
Head of Student Regulations and Casework
The University of Huddersfield (CONFIRMED)

09:40 am

OIA Update: How Student Complaints are Evolving and How Universities Should Respond

  • The profile of student complaints reaching the OIA

  • Emerging trends and how the drivers of student complaints are evolving

  • The motivators behind escalation and how universities can support early resolution

  • Assessing which complaints are upheld by the OIA and how institutions can improve complaint handling processes

  • Translating the Good Practice Framework into delivery

Jo Nuckley
Head of Outreach and Insight
Office of the Independent Adjudicator for Higher Education (OIAHE) (CONFIRMED)

10:10 am

Meeting Consumer Rights Obligations: Enhancing Student Contracts

  • Ensuring contracts are fair, transparent and clearly expressed

  • Assessing the next steps in using terms and conditions that match trading standards expectations

  • Being clear and unambiguous on changes including on fees and course alterations

  • What all casework professionals should know on their contracts to ensure an effective complaints process

Julian Sladdin
Partner
Pinsent Masons (CONFIRMED)

10:40 am

Break and Networking

11:00 am

Managing Unprecedented Casework and Complex Resourcing Challenges

  • The drivers of casework complexity

  • Developing tools for casework teams to drive efficiency and reduce workload

  • Decision making on resources and how best to structure complaints handling professionals to prepare them for success

  • Auditing casework processes and adopting an approach to continuous improvement

  • Supporting improved integration with wider student services to design and action early intervention strategies

  • Leading the professional development of casework teams to reflect an evolving complaints landscape

Mellisa Azore-Edwards
Senior Manager, Student Casework
The Open University (CONFIRMED)

11:30 am

A Quality Assurance Approach on Academic Complaints and Appeals

  • Designing a model for embedding complaint trends and feedback into quality assurance enhancement

  • Core mechanisms for monitoring and evaluating performance where complaints have been prevalent

  • Supporting structures of accountability based on reviewing student outcomes and driving continuous improvement

  • How course design and delivery should respond to reflect evolving feedback and complaints

Dr Monika Nangia
Academic Registrar and Director of Student & Academic Services
Durham University (CONFIRMED)

12:00 pm

Managing Solutions for International Student Complaints

  • Designing support for international students that reflects distinct challenges and barriers

  • Assessing how to improve expectations and communication around the complaints process for international students

  • Working proactively with international cohorts to better understand their feedback prior to complaints

  • Examining how complaints and review processes can reflect trends from international students

Niamh Ryle
Student Casework Operations Manager
University of South Wales (CONFIRMED)

12:30 pm

Break and Networking

1:20 pm

One Year On … What Next on Supporting Staff with Sensitive Student Complaints?

Dr Jenny Allport Reid
Head of Student Conduct, Complaints and Appeals
University of Birmingham (CONFIRMED)

1:50 pm

Supporting High Quality Student Resolution: Ideas for Implementation

  • How do we maximise the proportion of cases resolved during an early resolution process?

  • How do we enhance trust and transparency in supporting independent resolution at an early stage?

  • What are the tools for enhancing the success of an early resolution process?

  • How do we learn from students who have engaged effectively with early resolution?

Claire O’Callaghan
Resolutions Manager, The Office of the Dean of Students
Buckinghamshire New University (CONFIRMED)

2:20 pm

Break and Networking

2:40 pm

Optimising Your Complaints Processes: Fairness, Transparency and Accessibility

This practical session is an opportunity to reflect on your overall complaints process and audit your existing complaints structure. The session will allow you to assess:

  • Is your complaints process meeting consumer protection expectations?

  • Does your complaint handling team deliver clear and transparent communication?

  • Do students view your complaints systems as fair and independent?

  • Do you enable efficient and timely responses?

  • Are you able to support early resolution and prevent escalation?  

  • Do students view your complaints system as accessible and easy to understand?

Anna Johns
Head of Compliance and Consumer Protection, Canterbury Christ Church University
Secretary, ARC Student Casework Practitioner Group (CONFIRMED)

3:10 pm

Supporting Effective Complaint Prevention and Resolution for Disabled Students

  • Why are disabled students overrepresented in the complaints process and what are the core drivers?

  • How are student mental health risks impacting the ability of students to engage with their studies?

  • Collaborating with disabled students successfully in planning and managing course changes

  • What does an inclusive and accessible complaints system look like?

  • Building an action plan on prevention and resolution to reflect the distinct challenges facing disabled students

Haylee Fuller
Head of Appeals Complaints & Conduct Office
Queen Mary University of London (CONFIRMED)

3:40 pm

Designing a Preventative Approach to Academic Appeals

  • Building understanding and enhancing awareness of the academic appeals process with students

  • Understanding the outcomes students are looking for when submitting an appeal

  • What does a preventative model look like and how can complaints teams work with academic staff to reduce academic appeals?

  • When is an academic appeal justified and how can this be used to drive improvements in practice?

Daniella Nzekwe
Head of Student Conduct and Appeals
King’s College London (CONFIRMED)

Jenny Gradwell
Teaching & Learning Manager (Appeals, Complaints, & Discipline)
The University of Manchester (CONFIRMED)

4:10 pm

Conference Close

*Programme subject to change

Audience

This event is designed for all those involved in student complaints, conduct, appeals, casework and academic quality. Those attending will include:

  • Directors of Student Experience and Operations

  • Associate Deans of Teaching and Learning

  • Heads of Student Conduct, Complaints and Appeals

  • Heads of Regulation and Compliance

  • Heads of Academic Registry

  • Student Resolution and Casework Managers

  • Student Appeals, Complaints and Conduct Managers

  • Student Casework Managers

  • Student Support and Engagement Managers

  • Student Administration Managers

  • Quality Managers

  • Quality Assurance Managers

  • Academic Registrars

  • Appeals, Complaints and Discipline Officers

  • Complaints Officers

  • Casework Officers

  • Academic Quality Officers

Attend with a HE Professional Subscription

HE Professional is an annual renewal subscription package allowing you to attend all our events over the next 12 months for just £395 + VAT.

As a member you also gain exclusive access to our premium content, allowing you to explore the latest practice, innovation and ideas for professional service leaders in higher education.

Secure Your Ticket

Public Sector (HE)

£345 + VAT

Attendance to Student Complaints Conference 2024

Private Sector

£595 + VAT

Attendance to Student Complaints Conference 2024

For group discounts and enquiries about your registration please contact us on enquiries@heprofessional.co.uk