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.
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.
Completion of Procedures Letters
Our guidance for Completion of Procedures (COP) Letters
Outreach and events
Find out more about our upcoming workshops, events, provider visits, speaking engagements and webinars
Guidance
Learning from our casework
Guidance, notes and summaries around complaints relating to subject and student specific matters
Handling complaints arising from significant disruption
Suggestions for things to consider when handling students’ concerns around significant disruption, for example from the pandemic or industrial action
Academic misconduct: tips for providers
Tips for providers on complaints relating to academic misconduct
More information
Good Practice Framework
Our guidance on handling complaints and academic appeals, as well as new chapters which complement the Framework
Case summaries
View examples of cases we receive and how we resolve them, including our public interest cases and case summaries
Reviewing complaints
Learn more about our Scheme and what happens after a complaint is submitted