Providers

Toolkit for providers

This toolkit is designed to help providers that are new to the OIA to understand their membership and how our Scheme works. It should also be helpful to Point of Contacts and other relevant staff at providers who are new to our Scheme.

Toolkit for providers

Rise Associates

As part of the strategic review that we began last year, one of the priorities we agreed is to review our casework process to ensure that it has service users at its heart, is as efficient as possible and is focused on effective resolution and remedy.

We have commissioned Rise Associates to carry out a review of the accessibility and inclusion of our casework service. To help with this review, they will be contacting some providers to ask for their help to identify a representative sample of students they can talk to. They are looking to speak with students who have, either:

made a complaint/s to us
made a complaint/s to their provider, which didn’t result in a satisfactory outcome and for whatever reason they didn’t follow up with a complaint to us
any vulnerable students who have a reason to complain, for example, students with disabilities.

We understand that Rise are offering to pay students a small attendance fee for participating.

We will use the outcomes of the research to improve experience for everyone that uses our service.

If you are contacted and can help with this important piece of work, by signposting Rise to any appropriate student groups, we would be very grateful. If you are contacted and have any questions, please contact us via outreach@oiahe.org.uk.

Information for providers

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.

Complying with our Rules