October 26, 2020, by Lisa Chin

A session on managing complaints

This post is written by Dr Tissa Chandesa, Research Training Development Manager at the Graduate School.

As part of our ongoing Supervisory Research Seminar Series, a session on Managing Complaints was delivered by Dr Then Sue-Mian on Wednesday 21 October 2020 via Microsoft Teams. Dr Then is an Associate Professor at the Department of Biomedical Sciences and has extensive experience in supervising postgraduate students. The session was aimed at research supervisors and members of staff involved in research supervision of masters and doctoral students.

The session gave an overview on how to handle complaints from students, based on a Student Complaint Procedure under the University of Nottingham. From this session, attendees gained a better understanding on the various processes in place to handle student(s) complaints under the Student Complaint Procedure as well as the different types of complaints that fall under the procedure. Guidelines on how best to manage and communicate the outcome of the investigation of the complaint back to the student were also covered.

During the duration of the session, Dr Then shared her experiences and good practices when dealing with student complaints. Below are the learning outcomes that were covered by Dr Then:

  • Understand the types of complaint that a student can make under the Student Complaint Procedure

  • Learn how to manage and handle Level 1 complaint

  • Learn how to communicate outcome of the investigation of the complaint to the student

Below are some of the feedback received from the attendees:

  • I think the session has been delivered well on Teams

  • It’s very effective

On behalf of Graduate School, I would like to once again thank Dr Then Sue-Mian very much for her time, contribution, insight and sharing of her experience in regard to the above-mentioned topic. We hope the attendees will be able to put into practice some of the best practices shared as research supervisors.

Posted in News and EventsResearcher Development