Our charitable purpose
Our charitable purpose is to advance education for public benefit through the independent review of student complaints in England and Wales and by using learning from complaints to help improve policies and practices.
Strategic purpose
To improve students’ experiences by resolving complaints fairly and independently and using the learning we gain to influence change.
Objectives
To be Trusted
- To deliver fair decisions
- To treat everyone equitably
- To improve students’ experiences
- To listen and act independently and
- To be reasonable
And Valued for our
- Expertise
- Integrity
- Efficiency
To have Impact so that the Sector is better at:
- Handling complaints
- Using learning from complaints and wider experience to bring improvements.
Priorities
We have four priority areas of work which are:
To fundamentally review our casework process to ensure it has service users at its heart, is as efficient as possible and is focused on effective resolution and remedy.
To increase the effectiveness of our influencing in support of our objectives.
To improve the quality of our evidence, both data and insight, to improve our organisational performance and effectiveness of influencing.
To increase the effectiveness of the organisation, to build on and strengthen our one organisation approach, ensuring we can respond to the demands of the other priorities, and create an environment in which all our people can thrive.
Values
Our values inform everything we do. We recruit people who share our values and are committed to our strategic purpose, and we reflect our values in our work. Our values are:
Integrity and independence
Service ethos
Quality
Engagement
Openness and accessibility
Equality and diversity
Strategic documents
Operating documents
More information
Our values
Our values underpin everything we do. They are a key part of our strategy and inform how we approach our work.
Operating Reports and Plans
Reports and plans set out in accordance with our aims in our Strategic Plan
Our Rules
Our Rules set out how our Scheme works, who can complain, what we can and can’t look at, how we review complaints, and what higher education providers should do