Frequently Asked Questions
Please contact us if your question is not here.
Question 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?
Answer
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.
Question 2
What happens if I submit my Scheme Application Form late? Will you still look at my complaint?
Answer
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 complaint.
Question 3
I have a complaint about a course at a Further Education College. Can I complain to the OIA?
Answer
For us to look at your complaint, the course you are studying must lead to an award of a university that is on our list. 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.
Question 4
I have a Completion of Procedures Letter. There have been delays by the university / 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?
Answer
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.
Question 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?
Answer
No, we will not look at your complaint if it is a matter of academic judgment. We will however look at your complaint if there has been unfairness or a procedural irregularity in the determination of your result.
Question 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?
Answer
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.
Question 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?
Answer
Yes, as long as you provide us with all your contact details. It is possible for us to send correspondence via email.
Question 8
I would like to take legal action against the university. Can you help?
Answer
Sorry, we cannot advise you on this. Please bear in mind that the OIA was set up as an alternative to the Courts.
Question 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?
Answer
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 your options carefully.
Question 10
Does it help if I have a lawyer?
Answer
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 students’ unions may be able to help you.
Question 11
What remedies can the OIA provide?
Answer
Where we find a complaint to be Justified or Partly Justified, we may make Recommendations to the university. You will find some 'Examples of Recommendations' under the section 'Using the Scheme'.
You may also wish to look at our 'Recent Decisions'.
Question 12
Does the university have to follow the Recommendations made by the OIA?
Answer
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 publicised in our Annual Report. So far all universities have complied in full with our Recommendations. Recommendations are not binding on the student who has complained.