We are an independent body set up to review student complaints about higher education providers in England and Wales. Our service is free for students

Welcome to the OIA

Learn more about us

About us


Coronavirus: information for providers and students using our service

The coronavirus situation continues to present significant challenges for students and staff in providers. We want to help providers and students navigate their way through this. You can find more information on our coronavirus webpage, including information about our approach to our work during this period, information for students, a briefing note, and some case summaries. We are continuing to update information as the situation evolves.

If you are a student and you are considering making a complaint to us, you need to raise your concerns through your provider’s internal processes first. You can find more information in our FAQs for students.

If you have an open complaint with us and are finding it difficult to engage with our process (for example, if it is difficult to meet our deadlines) do please get in touch with us. We are taking a very flexible approach to our processes in the current circumstances. We ask any providers that are experiencing significant difficulties with their complaints-handling capacity to please let us know.

We have a lot of good practice resources on our website and we continue to deliver our outreach programme virtually through webinars, “on demand” content and virtual visits. Please check our outreach pages for updates.

Our people are working remotely in line with government guidance. Our case-handlers and support teams are fully equipped to do this, including to take phone calls. Please contact us by email or phone wherever possible rather than by post, as our ability to send and receive post is still limited.

The health and wellbeing of our colleagues and everyone who uses our service remains our top priority and we will continue to monitor the situation carefully.

Last updated 10 February 2021

for students

Can you complain to us?

Before you make a complaint to us, it’s worth checking whether your complaint is one we can look at.
Student Hub

How to complain to us

Find out how to make your complaint.

Do you need help with your complaint?

Find out about getting help making your complaint, including accessibility adjustments.

for student advisers

Representing a student

Are you representing a student in their complaint about a HE provider?
Student Advisers hub

Student representative bodies

How student representative bodies can help students with their complaint.

Toolkit for Student Representative Bodies

This Toolkit is designed to help you and your Students' Union, Association or Guild understand our process and help students who use our Scheme.

Outreach and events

Sign up to our upcoming events, workshops and webinars.

For Higher Education Providers

What is a Point of Contact and what do they do?

Find out more about the role of a Point of Contact.
Provider hub

Completion of Procedures Letter guidance

Our guidance for Completion of Procedures (COP) Letters.

Toolkit for Providers

This toolkit is designed to help providers that are new to the OIA to understand their membership and how our Scheme works.

Outreach and events

Sign up to our upcoming events, workshops and webinars.

resources and publications

Good Practice Framework

Guidance we publish on good practice for higher education providers.
Resources and Publications

Annual Reports

Read our latest Annual Report.

Annual Statements

See information about our members' records in handling complaints and appeals.

Case summaries

View examples of cases we receive and how we resolve them. These also include our public interest cases.