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Lottie Cairns

Head of Student Policy and Case Work , Open University

I have worked at The Open University for in excess of 20 years; having started as a frontline adviser in the Student Registration Centre I worked in the OU Disabled Students Allowance Office before transferring to what was then known as the Complaints and Appeals Office in 2005. I am now the Acting Head, Student Policy and Casework. I am responsible for all student complaint, appeal and discipline matters. In addition I head up the Student Policy and Regulations team. Which means I can influence things that may potentially go wrong later on in the student journey.

My role is pivotal to ensuring students really are put first by the University; especially when things have gone wrong.

The Open University Student Complaints and Appeals Procedures focus on early resolution. I and my team work with staff across the University to ensure students receive timely and comprehensive responses to their expressions of dissatisfaction.