Our strategy and Operating Report
Our charitable purpose is to advance education for public benefit through the independent review of student complaints in England and Wales and by using learning from complaints to help improve policies and practices.
Our strategy identifies four key priorities through which we fulfil our purpose:
- to review student complaints independently, fairly and effectively
- to share learning from complaints with higher education providers, student representative bodies, students and others, to help improve policies and practices and the student experience
- to work effectively with others and influence policy and practice in the wider regulatory framework for higher education and in the ombuds sector
- to continually develop our organisation so that we can do our work well.
Our Operating Report for 2024 reports progress against our Operating Plan 2024. It sets out what we have done during the year to advance each of our strategic priorities. It includes information on our performance against our key performance indicators, progress in ongoing areas of work, and new initiatives.
In 2024 we undertook a strategic review which has resulted in a revised strategy for 2025 and updated strategic priorities. The 2025 Strategy is available on our website.