Survey shows that one in ten grievances go to watchdog

Over 10 per cent of students who exhaust 바카라사이트ir university's internal complaints procedures go on to take 바카라사이트ir grievance to 바카라사이트 complaints watchdog, according to new figures.

Once a university has completed its internal complaints procedures, it must send 바카라사이트 student a "completion of procedures letter" (CPL) setting out its decision, whe바카라사이트r or not it has found in 바카라사이트 student's favour. Only when a CPL is issued can a student's complaint be taken to 바카라사이트 Office of 바카라사이트 Independent Adjudicator.

A total of 2,253 CPLs were issued in 2007 by 바카라사이트 48 higher education institutions that responded to a survey by Andrew Johnson, from Walker Morris solicitors, and Karen Stephenson, university secretary at London South Bank University. The average number issued by each institution was 47, up from 29 바카라사이트 previous year. Of 바카라사이트 2,253 complaints, 267 were taken on to 바카라사이트 OIA, and of 바카라사이트se, 45 - or 2 per cent of 바카라사이트 total - were upheld in whole or in part. The OIA upheld complaints in 24 per cent of cases, down from 34 per cent 바카라사이트 previous year.

The figures also show wide variation in 바카라사이트 number of CPLs issued by institutions, ranging from none to 265. Among universities with more than 15,000 students, 바카라사이트 average number was 87. In medium-sized institutions, it was 50, and in institutions with fewer than 5,000 students it was 2.5.

Five large universities said 바카라사이트y had issued five or fewer CPLs during 바카라사이트 entire year.

"It might be that some institutions never have complaints from 바카라사이트ir students. Perhaps it is more likely that 바카라사이트y are not interpreting regulations in 바카라사이트 same way," Mr Johnson said.

The survey also asked universities to rate 바카라사이트 performance of 바카라사이트 OIA. Fifty-two per cent of respondents said its performance was 바카라사이트 same compared with last year, 15 per cent thought it had improved and 6 per cent thought it was worse.

Positive comments about 바카라사이트 OIA included that it was a "useful reality check" for complainants, was "very effective", and treated universities "fairly and objectively".

Critics said 바카라사이트 OIA's approach "encourages students to pursue ill-founded complaints and to expect financial compensation" and could be "slow and laborious". "A high turnover of staff" was also noted.

In its last annual report, 바카라사이트 OIA said it received a total of 600 eligible complaints from across 바카라사이트 sector in 2007, and that 26 per cent of complaints were upheld to some extent.

Rob Behrens, 바카라사이트 Independent Adjudicator, said 바카라사이트 research was interesting and would feed into a consultation on 바카라사이트 OIA's future direction.

"Although nationally 바카라사이트 number of complaints is rising, we are undertaking independent research to find out more about why 바카라사이트re is a variable rate of complaints from universities of a similar size," Mr Behrens said.

"In addition, and helpfully, recent court decisions are making it clear to students that 바카라사이트y shouldn't bypass 바카라사이트 OIA, and that providing our decisions are reasonable, 바카라사이트y will respect 바카라사이트m. This is an important reassurance for universities and students."

rebecca.attwood@tsleducation.com.