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 OIAWe understand that this is a worrying time for students and staff in providers, and that there is inevitably considerable disruption to students’ studies. We have published a briefing note for providers which includes information on some things it may be helpful for providers to think about in terms of possible complaints arising from the coronavirus situation, and some information for students.
We ourselves are open for business with all our staff working from home in line with government guidance. Our case-handlers and support staff 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 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.
While we have had to cancel the face-to-face events we had planned for the next couple of months, 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 3 April 2020.
