Standard Letters and Templates for Heads of Schools
Heads of Schools and Heads of Central Service sections (referred to as "HoS" in this document) should familiarise themselves with the Student Complaints procedure, which was extensively revised in January 2006.
They should conduct a formal review of a student complaint only if it is presented on Complaints Form A, and the Procedure explains what steps they should follow. This includes guidance on what consitutes "fairness and reasonableness". A failure to do meet these standards might result in a reference to the PVC. This guidance includes a requirement that complaints are dealt with in good time.
This present section contains a series of standard letter templates for HoS to use at the various stages of the process and, with one exception, their format may be amended to suit the particular circumstances of an individual case.
However HoS must use the final template - HoS 04: Formal Review Outcome letter - so as to be sure that the transmission of their decision is accurate and complete, and so as to minimise the likelihood of further appeal.
HoS are asked to maintain a log file of all complaints dealt with, and this may easily be done by filing together each Form A (from the student) together with any correspondence (including copies of emails), together with the Complaints Form B setting out their decision.
HoS will be asked each summer by Academic Processes to report on the cases they have dealt with, without identifying individuals, and in particular to suggest any learning points which may be of general usefulness. Pro-Vice-Chancellors are asked to report on the cases they have dealt with to Teaching and Learning Board.
HoS are asked to ensure that a link is given from their own web site (whether School or central service unit) to the Student Complaints Procedure.
Standard Letter Templates
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HoS 01: Head of School/Service - to acknowledge receipt of Complaints Form A
Dear <name>
Thank you for sending me details of your complaint, as set out in Complaints Form A, for my formal review. I will now carry out a review in accordance with the University's Student Complaints Procedure, and I will write to you with my formal decision as soon as possible.
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HoS 02: Head of School/Service - no Complaints Form A submitted/Complaints Form incomplete
Thank you for writing to me about your complaint in your letter of <date>. May I please ask you to set it out using Complaints Form A (http://www.nottingham.ac.uk/academicservices/documents/qmdocuments/student-complaints-form-a.doc), and I shall then conduct a formal review of your complaint.
(or, May I please ask you to complete all the sections so that I can begin my review)
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HoS 03: HoS to staff directly responsible/named in Complaints Form A
Confidential
I have received a request from a student to conduct a formal review of their complaint, as set out on the attached copy of Complaints Form A.
As part of my review I am asking you as the person directly responsible/named in the complaint to read the completed Complaints Form A carefully, and to let me have your written comments. In particular please comment on:
- the complainant's factual accuracy and completeness of their account
- whether you think I need to see any further evidence (which I invite you to provide me with)
- whether in your view the complaint is justified
- if it is not in your view justified, why not
- if it is justified, please comment on the resolution requested by the student
I am happy to discuss this with you, but in any case please let me have your written response by <date>
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HoS 04: Formal Review Outcome letter
Head of Service/Section - to convey outcome of formal review to the student
Option 1: complaint is upheld
Dear <name>
I have completed my formal review of your complaint which you submitted on Complaints Form A on <date>, following the guidance in the University's Student Complaints Procedure.
After careful consideration of the evidence, including a written response from <name(s)>, I have decided to uphold your complaint. I wish to offer you an apology and <say what outcome has been determined>.
I hope that you will find this a satisfactory outcome.
Option 2: complaint is not upheld
Dear <name>
I have completed my formal review of your complaint which you submitted on Complaints Form A on <date>, following the guidance in the University's Student Complaints Procedure.
After careful consideration of the evidence, including a written response from <name(s)>, I have decided that I cannot uphold your complaint.
My reasons for not upholding your complaint are <give reasons>.
I am sorry not to be able to uphold your complaint, but I hope nevertheless you will be reassured that the matter has been properly and fairly looked into.
If you think that I have not dealt fairly and reasonably with your complaint, or that I have not followed the proper procedure, you should refer to level 3 of the Student Complaints Procedure (http://www.nottingham.ac.uk/academicservices/qualitymanual/complaintsandappeals/codeofpracticeforstudentcomplaints.aspx) which explains what further steps may be available to you.