Complaints: You said, we did
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.
Module deletion
You said
There was a lack of communication around module deletion.
We did
We have improved communication of module deletion regulations to all staff and students and have added the forms to our student webpages.
Find out more »
Review marking criteria
You said
The marking criteria were unclear.
We did
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.
Find out more »
Credit transfer
You said
The information given to students going on Exchange regarding credit transfer needs to be clear.
We did
We have produced a credit transfer guide which is now available online.
Find out more »
Dyslexia support
You said
The information available regarding provision of alternative arrangement for assessment needs to be clearer.
We did
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.
Find out more »
Wi-Fi connection
You said
That you reported a lack of Wi-Fi internet connection in your accommodation and that you were dissatisfied with the unreliable customer service.
We did
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.
Find out more »
Student Investigation and Resolution Team
The Student Investigation and Resolution Team is responsible for overseeing and advising students and staff on academic appeals, the student complaint procedure, the student conduct process and exceptional circumstances. We are also responsible for the regulations relating to these areas and can offer support and guidance in interpreting and applying them.
The team is located in BCK 1.10 which is on the first floor in the Buckley Building. We welcome students phoning to discuss any queries before engaging in any of the procedures.
Further advice on these issues can also be sought from Brookes Union Advice Service.