Consultation on draft OIA guidance on Requests for additional consideration
22 Jul 2020
The OIA is publishing for consultation a new section of the Good Practice Framework: Requests for additional consideration.
WELCOME TO THE OIA
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 OIALearn more about us
About usCORONAVIRUS INFORMATION
⚠️ Coronavirus: information for providers and students using our service
The coronavirus situation is continuing 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 information about our approach to our work during this period, information for students, and a briefing note, on our coronavirus webpage. We are continuing to update information as the situation evolves.
We are open for business with our people working from home 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 currently limited.
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 already deliver a lot of our outreach virtually through webinars, “on demand” content and virtual visits. Please check our outreach pages for updates.
The health and wellbeing of our colleagues and everyone who uses our service is our top priority and we will continue to monitor the situation carefully.
Last updated 22 June 2020.
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.
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 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.
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.
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.