Review of Institutional Complaints and Appeals Procedures in ...

Never Rarely Sometimes Often Always
32. Does your institution give adequate and timely information about the OIA (in England and
Wales), Public Services Ombudsman (in Scotland) or Visitor (in Northern Ireland)?
Never Rarely Sometimes Often Always
Perceptions
33. Do you consider your institutional complaints procedure to be transparent, fair and just?
Yes In the majority of cases In some cases No
If not, why not?
Reviewing the institutional complaints or appeals procedure
34. Has your institution reviewed their complaints or appeals procedures in the last 18
months?
Yes No Don’t know
35. If yes, was the students’ union involved in this process?
Yes
No
Case studies
Do you have any students that have had a particularly bad experience of your institutional
processes? Could you give a short overview of the case, in no more than 200 words. Would
they be willing to be contacted by the media in case of interest?
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