Thematic report |
How well do further education institutions manage learner complaints? - May 2015
Complaints procedures in further education institutions are generally clearly documented and comprehensive, although there is too much inconsistency between institutions in how complaints are managed. Differences also exist between institutions in the way in which they define what constitutes a complaint and in the extent to which they provide information to learners about how to make a complaint. In the survey Estyn did not find any institution with a quality assurance system to ensure that complaints are handled to a consistent standard across the institution.
Recommendations
The Welsh Government should:
- publish further guidance to help institutions develop their learner complaints procedures, including definitions of particular types of complaints
- ensure that the annual Learner Voice Wales survey adequately captures learners’ experiences of making complaints and their satisfaction with the process
- work with the sector to consider the feasibility of an external appeals body for post-16 FE learners in Wales, with powers to review student complaints and their outcomes
Institutions should:
- take forward the issues identified by the NUS in their 2011 report on student complaints
- make sure that all materials about how to make a complaint are easily available through the public-facing sections of their websites, and are also available through the medium of Welsh
- require senior managers to check on how consistently and rigorously investigations of complaints are carried out by all their staff, and across all campus sites
- train all staff and learner representatives in the management of the institution’s complaints procedures
- make sure that mechanisms are in place to differentiate between low-level and more serious complaints, and record all complaints, whether made orally or in writing
- use all the evidence available, including learner feedback, to inform the in-depth analysis of the quality of the complaints policy and procedures, as well as the patterns, trends and underlying reasons for complaints to inform quality systems and strategic planning