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Considerations for staff who are handling cases

  1. Retain records of student contact and issue written correspondence as required under the applicable policy or procedure.
  2. Case handlers should be mindful of the ability to seek case input from internal areas of expertise, whether they be local or central contacts.  For example:
    • The Disability Advisory and Support Service (DASS, formerly the DSO) (Directorate of the Student Experience) for cases referencing disabilities.
    • Office of the General Counsel for cases with legal involvement.
    • The Graduate Education and Researcher Development Team (Directorate of Research and Business Engagement Support Services) for cases involving PGR students.
    • The Student Services Centre (Directorate of the Student Experience) for information on student finance and immigration.
    • The International Relations Team (Directorate of the Student Experience) for sponsored student related queries.
    • International Programmes Office (Directorate of the Student Experience) for cases involving inbound and outbound international programme students.
  3. Keep the student informed regularly if the progression of a case is likely to exceed the recommended deadline and keep a record of the correspondence.
  4. When informing students of their right of appeal in a decision outcome letter, include direction for the student to progress their issue (e.g. to provide a statement within a certain timeframe to a particular address/individual) and to provide a copy of the outcome letter to the next stage of the process.
  5. Direction to University support services (e.g. website links) should be included in correspondence, as may be considered necessary.

Useful documents to consider referring to when investigating an appeal or complaint

The OIA often request a number of materials when considering a complaint.  The University should look to have reviewed a similar breadth of material during the appeals and complaints processes.  Such documents can include:

  1. Representations from the stakeholders e.g. School (as standard).
  2. Programme Handbook – from a student’s intake year (or later year as appropriate).
  3. Student’s academic transcript.
  4. Any suitably redacted minutes from pertinent meetings e.g. Mitigating Circumstances Panels, Examination Board.
  5. Forms that a student may have completed e.g. Notification of Mitigating Circumstances Form, Interruption Request etc.
  6. Documentation used in student monitoring and assessment e.g. eprog entries, dissertation feedback sheets etc.
  7. Copies of emails or alterative correspondence that may have been referenced.

Additional staff resources

     1. Recommended wording for formal stage outcome letters

      Please see the template wording below, in relation to formal stage discipline, academic appeals, complaints and fitness to practise outcome letters.

     2. Guidance from the TLSO for when the University has reached Completion of Procedures

     3. Template Interim Findings Letter for when TLSO or Faculty may direct some form of case reconsideration