6We review student complaints independently, impartially and transparently, and use our learning from complaints to help improve policies and practices in higher education. Our main focus will often be the final decision of the higher education provider; we won’t normally start a brand new investigation. For more information about our review process, see paragraphs 39-42.
7Our reviewers are in three case-handling teams. Our Casework Support Team deals with enquiries and the early stages of our process once we receive a complaint. Case-handlers in our Assessment and Resolution Team and Adjudication Team carry out our reviews. All of our case-handlers and case-handling managers have the knowledge, skills, training and support they need to deal with the cases allocated to them. We have a process to prevent case-handlers reviewing complaints about higher education providers that they have a close connection with. For example, case-handlers will not review complaints about higher education providers where they have studied or worked.
8You can find more information on our website about the work we do to share learning from complaints and promote good practice.