When you submit a complaint to us, we ask you to tell us some information about you, and your complaint, so that we can look into what has happened. We ask everyone who wants to make a complaint to tell us their name and how we can get in touch with them. We also need to know where you are or were studying, and what course.
We ask you to tell us about what has gone wrong. The exact information we ask you to give us will depend on what your complaint is about. You might need to tell us some sensitive personal information. For example, if your complaint is about how a medical condition affected your student experience, you might need to tell us what the condition is and how it affected you. You do not need to tell us things about you which are not relevant to your complaint. For example, you do not need to tell us you have a medical condition, if your complaint is about a disagreement over tuition fees.
When we review your complaint, as well as getting information from you, we will ask the provider you are complaining about, to tell us its side of the story. We will not ask the provider to send us everything it knows about you. We will ask it to send us all of the information it considered when it made the final decision which you are complaining about. You will normally get to see everything the provider sends us.
Most of the information we hold about you will be in writing, but sometimes we might also have audio or video recordings if they are relevant to your complaint. All of our phone calls are automatically recorded.