At Oxford Brookes University, we are keen to learn from the complaints we receive, as we are committed to enhancing our student experience.
In response to your complaints, we have taken a number of initiatives and actions to improve service, and to show that making a complaint at Brookes can have a positive outcome for all involved. Some of these actions and initiatives are highlighted below.
There was a lack of communication around module deletion.
We have improved communication of module deletion regulations to all staff and students and have added the forms to our student webpages.
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The marking criteria were unclear.
We have reviewed our marking criteria and rules of assessment so that they are clear, also ensuring that assessment briefs and submission regulations are clear and consistent. We have produced a clear policy which is now available online.
The information given to students going on Exchange regarding credit transfer needs to be clear.
We have produced a credit transfer guide which is now available online.
The information available regarding provision of alternative arrangement for assessment needs to be clearer.
We have a system of using blue marking cards to ensure that scripts from dyslexic students are more clearly highlighted. We have also produced clearer guidelines for marking work of students with dyslexia or specific learning difficulties here.
That you reported a lack of Wi-Fi internet connection in your accommodation and that you were dissatisfied with the unreliable customer service.
We have now completed a thorough internal review and have improved our processes in contacting customers and ensuring that we have suitable contact details and channels to do that. We have also instigated a regular incident escalation process whereby outstanding incidents are more quickly escalated.
The Student Disputes Team is responsible for overseeing and advising students and staff on academic appeals, the student complaint procedure, the student conduct process and reviews of mitigating circumstances decisions. We are also responsible for the regulations relating to these areas and can offer support and guidance in interpreting and applying them.
Student Disputes is part of Student Central which is on the ground floor in the John Henry Brookes Building. We welcome students phoning to discuss any queries before engaging in any of the disputes procedures.
Further advice on these issues can also be sought from Brookes Union Advice Service.
You should submit a completed Complaints and Appeals Form, which is available on this website and from the Student Disputes Team, via email to firstname.lastname@example.org, or by handing it in or posting it to our address above.