Frequently Asked Questions
- I think that I have exhausted the internal complaints procedures but the University has not issued a Completion of Procedures Letter – What should I do?
- What happens if I submit my Scheme Application Form late?– Will you still look at my complaint?
- I have a complaint about a course at a Further Education College – Can I complain to the OIA?
- I have a Completion of Procedures Letter but I am unhappy with the way the University dealt with my complaint/appeal. Do I have to take the complaint/appeal back through the internal complaints procedures of the University before you look at it?
- I worked really hard and know I did well in my exams but did not get the result I deserve – Can you look at my complaint?
- I am one of a group of students on the same course and we all want to complain about the course – How do we do this?
- I live abroad and am going home at the end of the term. Can you still look at my complaint if I am not in the country?
- I would like to take legal action against the University - can you help?
- I have a complaint about discrimination by a University which I could take to the courts. What happens if I go to the OIA?
- Does it help if I have a lawyer?
- What remedies can the OIA provide?
- Does the University have to follow the recommendations made by the OIA?
1. I think that I have exhausted the internal complaints procedures but the University has not issued a Completion of Procedures Letter – What should I do?
You should ask the University for a Completion of Procedures letter, preferably in writing. Ask the University to tell you how to progress the complaint if it will not issue a Completion of Procedures letter at this stage. Keep a copy of your letter. If the University does not get back to you within a reasonable time let us know and send us a copy of the letter you sent to the University.
2. What happens if I submit my Scheme Application Form late?– Will you still look at my complaint?
You will need to provide a good reason why your application is late and you may need to submit appropriate evidence. It will be at our discretion whether or not to accept your application.
3. I have a complaint about a course at a Further Education College – Can I complain to the OIA?
For us to look at your complaint the course you are studying must lead to an award of a University/Higher Education College. The complaint must relate to an act or omission of that University and you must have completed the internal complaints procedure of that University. Otherwise the Learning and Skills Council may be able to help you. (See the links page of the main OIA website).
4. I have a Completion of Procedures Letter but I am unhappy with the way the University dealt with my complaint/appeal. Do I have to complain about this through the University's internal complaints procedure before you look at it?
No, we will normally consider this as part of your complaint as long as you have included it in your Scheme Application Form as a complaint.
5. I worked really hard and know I did well in my exams but did not get the result I deserve – Can you look at my complaint?
No, we will not look at your complaint if it is a matter about academic performance. We will however look at your complaint if there has been unfairness or a procedural irregularity in the determination of your result.
6. I am one of a group of students on the same course and we all want to complain about the course – How do we do this?
We are able to deal with group complaints. The documents in support of the complaint need only be submitted once but every complainant needs to complete and sign their own Scheme Application Form and provide their own Completion of Procedures Letter. Alternatively the Completion of Procedures Letter can refer to every complainant.
7. I live abroad and am going home at the end of the term. Can you still look at my complaint if I am not in the country?
Yes as long as you provide us with all your contact details. It is possible for us to send correspondence via email. Please do not send scanned documents or long faxes.
8. I would like to take legal action against the University - can you help?
Sorry we cannot advise you on this but for a list of solicitors please contact the Law Society. Please bear in mind that the OIA was set up as an alternative to the Courts.
9. I have a complaint about discrimination by a University which I could take to the courts. What happens if I go to the OIA?
The Higher Education Act 2004 allows students who bring a complaint to the Scheme about sex, race or disability discrimination an additional period of two months over existing time limits to institute court proceedings. But students should bear in mind that time will already have started running before the complaint is referred to the OIA – so you will need to consider carefully the appropriate avenue for redress.
10. Does it help if I have a lawyer?
Usually the answer is no. When lawyers are involved the process tends to take longer and become legalistic. The OIA tries to create a level playing field and you do not need to phrase your complaint in legal language. In our experience the University’s Students’ Union may be able to help you.
11. What remedies can the OIA provide?
We might recommend that the institution should take steps to assist the student in some way; we might refer the complaint back to the University to be looked at afresh because the internal procedures of the institution have not been properly followed; we might recommend that the University should change the way it handles complaints, or change its internal procedures; we might recommend that some degree of compensation is payable.
12. Does the University have to follow the recommendations made by the OIA?
Universities are expected to comply with our formal decision and any recommendations in full. We consider non-compliance to be a very serious matter which will be reported to our Board and publicized in our annual report. Recommendations are not binding on the student who has complained. You may wish to look at our case studies on the main OIA website.
