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Please carry out appropriate investigations and consult colleagues as necessary before reaching your own conclusions. The Student Disputes Officer will give you a deadline to respond. If you are not able to respond within the timeframe, you should inform the Student Disputes Officer, before the deadline and in writing, of the reasons for the delay.
You should note that if the student does not receive any response at all from you within 20 working days of when the Complaints and Appeals Form was submitted, they are entitled to refer the appeal to the next level in the procedure.
At the conclusion of your investigation, you will have to decide a number of things:
Some of these resolutions will be dependant on the nature of the course/timings etc, so please speak with the examination chair if you have any questions or you are dealing with a complex case.
Check with appropriate colleagues to confirm whether your recommendation is possible.
While the details of what you recommend will depend on the circumstances of the specific case, find out at least informally from the relevant staff whether or not a particular recommendation for remedy is likely to be manageable (e.g. will it align with any applicable external regulations, whether there is another run of the module etc) before responding to the student.
Check with Student Disputes Officer.
Before recommending either any monetary payment or a fee waiver of any kind, you should discuss the issue with the Student Disputes Officer to ensure that the specific circumstances of the case fall within the overall Office of the Adjudicator (OIA) policy for such remedies.
The SDO will send any recommendations you have made to the staff you have highlighted as being responsible for carrying these out. We will keep track of all recommendations.