Rules and Guidance on the Rules
Our Rules set out:
- How our Scheme works
- Who can complain to us
- What we can and can’t look at
- How we review complaints
- What higher education providers must do.
The Rules should be read together with our Guidance on the Rules.
Rules
Guidance note
Additional Rules for Large Group Complaints
Additional Rules Guidance Note for Large Group Complaints
Guidance on the Rules
Find out more about what some of the terms we use in our Rules mean and how we apply our Rules
Additional Rules that apply to Large Group Complaints
The additional Rules for Large Group Complaints were introduced following consultation and came into effect on 19 April 2021. The additional Rules should be read together with our Guidance on the additional Rules.
Consultation on draft updated Rules of the Scheme
As the further commencement of the Higher Education (Freedom of Speech) Act 2023 has been stopped, we have decided not to go ahead with the changes to our Rules at this time.
More information
Rules that applied before 1 April 2018
These Rules applied to complaints we received before 1 April 2018.
Complying with our Rules
As an ombuds scheme our case-handling processes and our work to share learning from complaints is generally informal. But we do have some more formal requirements that are set out in our Rules.