Section 13: Complaints Procedures

13.1 Introduction

If you have a complaint about something which is exclusively a college matter, this should be taken up with the relevant college officers. The Proctors do not have jurisdiction over internal college matters, including the setting of collections (internal college examinations) or college disciplinary procedures. Your college may have a published complaints procedure; help and advice can in any case be obtained from your JCR, MCR or college SU representatives.

If you have a complaint about a University department or service (perhaps, the teaching or supervision which you are receiving; the academic provision or support facilities that you are using; other support facilities or services provided by the University), the first step is to take this up with the officer or body responsible for managing the academic programme or facility or service concerned. You may want to make a complaint yourself (preferably in writing), or get support from someone like your college tutor, subject tutor, supervisor, or a student Common Room or OUSU officer. If you are a graduate student experiencing problems with your supervision or academic exercises like transfer and confirmation of status, you could consult your college adviser or departmental adviser, or the Director of Graduate Studies. Usually, the initial raising of a complaint is successful in resolving a problem. However, if you consider that a complaint about a University department or service has not been dealt with satisfactorily at local level, or there is a serious problem which you feel needs to be addressed elsewhere in the University system, then other procedures are available to you.

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13.2 The Proctors and Assessor

As explained elsewhere in this booklet, because the Proctors (and to a lesser extent the Assessor) have a duty to ensure that the University’s Statutes are upheld, they are able to act independently within the University system to investigate complaints and, where possible, provide redress. Student members of the University are therefore free to write to the Proctors or Assessor, or to ask for appointments with them, to raise any matters that do not fall exclusively within college jurisdiction. If a complaint is made formally, this will be considered by the Proctors and acted upon where necessary; the outcome will be communicated to the complainant. If the complaint relates to a matter that may amount to a disciplinary offence (e.g. harassment, infringement of freedom of speech), the Proctors will deal with this in accordance with their disciplinary procedures. The Proctors have codified procedures for the way in which complaints are dealt with; a copy may be obtained on request from the Clerk to the Proctors (tel. (2)70090) and can be seen on the University’s web-site under Statutes and Regulations. The Proctors make an annual summary of complaints dealt with, for the information of the University Council and Congregation.

In the specific area of examinations the Proctors have well-established mechanisms for considering complaints about the conduct of examinations (see section 9.3). They cannot, however, challenge the academic judgement of examiners or academic bodies. More detailed information about these complaints procedures is available from the Proctors’ Office and can be found on the University’s web-site (go to www.admin.ox.ac.uk/statutes/regulations and look under Complaints). By convention, the Junior Proctor takes primary responsibility for matters relating to taught-course examinations, while the Senior Proctor deals with research-degree examinations. In both areas, if the Proctors are concerned that there may have been a flaw in the conduct of an examination, they will typically ask the examiners or others involved to review what happened and make a report to them. If the Proctors are satisfied, they will inform the student (either direct, or via his/her college) why the complaint is not upheld. If they are not satisfied, the Proctors will continue to investigate until they are in a position either to dismiss the complaint or else to uphold it and provide suitable redress (e.g. revision of results, re-examination). It is open to dissatisfied complainants to bring forward fresh evidence and ask for a decision to be re-considered.

There is a right of appeal to the Office of the Independent Adjudicator (see below).

In Proctorial Year 2011-12, the Proctors received a total of 224 formal complaints, covering taught-course examinations (197), research student issues (12), harassment (2), maladministration (2), quality of/access to facilities (3), suspension/rustication (3), the Student Union (1), and other matters (4). Of the cases completed that year, the Proctors upheld 48 complaints in whole or in part.

Students are free to contact the Clerk to the Proctors to discuss (in confidence and without committing themselves to any action) a potential complaint and the procedures that will be followed if the complaint is formally submitted (tel. (2)80190).

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13.3 Public Interest Disclosure (Whistle-Blowing)

The Public Interest Disclosure Act 1999 provides employees with legal protection against being dismissed or penalised as a result of disclosing certain serious concerns (‘whistle-blowing’); such concerns might include criminal activity, danger to health and safety, or professional malpractice. The University has a code of practice and procedure under this Act, available both to staff and students; copies may be obtained from the Clerk to the Proctors (tel. (2)80190). Information can also be found on www.admin.ox.ac.uk/ps. Disclosures are dealt with in confidence. Disclosures concerning employees of the University, or both employees of the University and students, should be made to the Registrar; complaints concerning a student or students, or concerning a university examination, should be made to the Proctors. Individuals who make malicious or vexatious allegations may be liable to disciplinary action.

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13.4 Academic Integrity in Research

The University expects all staff and student members of the University, and non-members who are conducting research on University premises or using University facilities, to observe the highest standards in the conduct of their research. It has established a Code of Practice and Procedure for Academic Integrity in Research. Under this, fabrication, falsification, plagiarism or deception in proposing, carrying out or reporting the results of research would be regarded as misconduct, as would dangerous or negligent deviations from accepted practice in carrying out research. Research misconduct also includes failure to follow an agreed protocol if this failure results in unreasonable risk or harm to humans, other vertebrates or the environment. Similarly, collusion in, concealment of, and conspiracy to attempt misconduct would be regarded as a breach of the code.

A copy of the Code of Practice is available from the Clerk to the Proctors (tel. (2)80190), together with details of the procedures for dealing with complaints about research misconduct. Information can also be found on www.admin.ox.ac.uk/ps.

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13.5 Complaints about the Student Union

As required by the Education Act 1994, Oxford University Student Union operates a full complaints procedure. This is outlined in Appendix C, clauses 3(c) and (j). Further information is available from the President of OUSU (tel. (2)88459).

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13.6 Office of the Independent Adjudicator

The OIA provides an independent scheme for the review of student complaints. Where the OIA rules in favour of a student, it may recommend that the University or college should do something (e.g. look again at a complaint, or pay compensation) or refrain from doing something.

In order to activate the OIA procedures, you must be a current or former student of the University or one of the Colleges and must have first exhausted all the available internal procedures. To confirm that your case has been dealt with internally, you need to obtain a Completion of Procedures Letter from the person who has informed you about the outcome of your case. You have a maximum of three months from the date of the Completion of Procedures Letter to apply to OIA.

The Independent Adjudicator can deal with complaints about programmes of study or research, services provided to you as a student by the University and/or your college, a final decision by the University or your college about a disciplinary matter or a complaint. The OIA cannot, however, deal with complaints about matters of academic judgement, matters that are the subject of legal proceedings, or matters relating to student employment.

Information can be found at www.oiahe.org.uk or by e-mailing enquiries@oiahe.org.uk.

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