Caring about complaints: perceptions of complaints procedures considered through the lens of ethic of care

Boyle, Fiona ORCID: https://orcid.org/0000-0001-6364-5197 and Ritchie, Dan (2023) Caring about complaints: perceptions of complaints procedures considered through the lens of ethic of care. In: Strevens, Caroline and Jones, Emma, (eds.) Wellbeing and the legal academy. SpringerBriefs in education . Springer, Cham, Switzerland, pp. 119-139.

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Abstract

Complaints by university students appear regularly in the general and higher education media. Most reports and much research focus on the student experience. However, there are several respects in which complaints procedures are problematic, not just for students but for institutional staff. Using semi-structured interviews, the experiences of an LLB programme leader and other institutional actors were explored. Results show that staff dealing with complaints have significant concerns. Findings are viewed through the lens of an ethic of care and it is argued that a more holistic view of complaints procedure operation may address both staff and student concerns.

Item Type:	Book Section
Publisher:	Springer
ISBN:	9783031206917
Departments:	Institute of Business, Industry and Leadership > Law
Depositing User:	Anna Lupton
Date Deposited:	22 Feb 2023 08:24
Last Modified:	29 Oct 2025 16:45
URI:	https://insight.cumbria.ac.uk/id/eprint/6906

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