Most complaints are made to us by students who have been affected by something that happened to them as an individual. But we can also look at complaints brought to us by groups of students who have all been affected by a particular issue or event at a provider.
The additional Rules, which came into effect under Rule 16A on 19 April 2021, enable us to review complaints from large groups more efficiently whilst maintaining fairness. We expect to continue to handle most group complaints through our usual processes.
This Guidance Note explains how we apply the additional Rules. It gives more information about how we decide whether to look at a complaint from a large group under the additional Rules, and the process we follow.
The Guidance Note should be read together with the Rules and the additional Rules. Words and phrases which are in bold are quoted from the Rules or the additional Rules. If there is any conflict between this Guidance Note and the Rules or additional Rules then the Rules and additional Rules take priority.
Most of the Rules of the Scheme still apply to Large Group Complaints and are not affected by the additional Rules. So, for example, Rules 1, 2, 3, 4, 5 and 6, covering what we do, who can complain, higher education providers, and the complaints we can and can’t review, are not affected by the additional Rules.
If you prefer to read the Guidance Note as a document, you can view it as a pdf:
Guidance Note on the Additional Rules for Large Group Complaints