1. Processing complaints from students
on Collaborative Provision
programmes
Pauline Harrison, Senior Assistant Registrar: Student Affairs and
Steph Sharples, Policy Implementation Officer: Collaborative Provision and Partnerships
University of Chester
Thursday 6th June 2013

2. The University
• Founded as Teacher
Training college in 1839
• Gained University
Status in 2005
• Now 3 Campuses (and
three additional sites),
over 17,800 students
and 1640 staff

3. Collaborative Arrangements
In 2005/2006…
• 17 UK-based academic
partnership, with 23
programmes
• 2 Overseas academic
partnerships, with 4
programmes
• Total of 35 collaborative
arrangements in place
In 2012/13…
• 35 UK-based academic
partnership, with 124
programmes
• 9 Overseas academic
partnerships, with 42
programmes
• Total of 76 collaborative
arrangements in place

4. Partnerships and Risk
Students at the Heart of the
System, June 2011
A risk-based approach to quality
assurance:
Consultation’, HEFCE, 2011/12
Institutional Review, England and
Northern Ireland (IRENI)

5. Partnerships and Risk
“Degree-awarding bodies take ultimate responsibility for
academic standards and the quality of learning
opportunities, irrespective of where these are delivered or
who provides them. Arrangements for delivering learning
opportunities with organisations other than the degree-
awarding body are implemented securely and managed
effectively.”
UK Quality Code, Chapter B10: Managing higher
education provision with others

6. Partnerships and Chapter B9:
Academic appeals and student complaints
The Expectation
Higher education providers have procedures for handling
academic appeals and student complaints about the quality of
learning opportunities;
these procedures are fair, accessible and timely, and enable
enhancement.
The Indicators of sound practice
Indicator 1
Higher education providers provide opportunities for students
to raise matters of concern without risk of disadvantage.

7. Partnerships and Chapter B9:
Academic appeals and student complaints
Indicator 2
Higher education providers have procedures which
encourage constructive engagement with the
appeals and complaints process and which offer
opportunities or early and/or informal resolution.
Indicator 3
Higher education providers have accessible appeals
and complaints procedures.

8. Partnerships and Chapter B9:
Academic appeals and student complaints
Indicator 4
Clear and accurate advice and guidance is available
for students making an appeal or complaint, and for
staff involved in handling or supporting appeals and
complaints.
Indicator 5
Academic appeals and complaints procedures are
conducted in a timely and fair manner.

9. Partnerships and Chapter B9:
Academic appeals and student complaints
Indicator 6
Higher education providers ensure that appropriate
action is taken following an appeal or complaint.
Indicator 7
Higher education providers monitor and evaluate
the effectiveness of their appeals and complaints
procedures, and reflect on the outcomes of those
procedures for enhancement purposes.

10. Exercise: Risk analysis
• Consider indicator(s) of B9 and explanation
• Consider the risks for the awarding HEI and
the partner institution
• Identify key risks

11. Partnership Academic Appeals
UoC Policy on Partnership Appeals
12.1 The parties shall cooperate to ensure that
students appealing against the decisions of the
University’s Awards Assessment Boards comply
with the procedures published in the University’s
Handbook of Requirements Governing the
Assessment of Students which forms part of the
Principles and Regulations.

12. Partnership Complaints
UoC Policy on Partnership Complaints
12.3 The Partner shall maintain an effective and
efficient procedure for the resolution of complaints
by students on Programmes and shall use its best
endeavours to ensure that complaints thereunder
are resolved fairly, reasonably and swiftly. A
complainant who remains dissatisfied after
completion of the Partner’s complaints procedure
may have recourse to the University's complaints
procedure.

13. Potential Issues
Nature of Partner Organisation
Cultural approaches
to complaints at
Overseas partner
organisations
Current complaints
system deemed
unsuitable by HEI

14. Potential Issues
Role of Partner Organisation
[text]
[text]

15. Potential Issues
Role of the HEI
What can we do if
we find that a
complaint hasn’t
been correctly
handled?
What can we do if
the partner
organisation refuses
to follow our
recommendations?