Headlines of the year
Record complaints demand:
the OIA received 4,234 complaints in 2025, up 17% on the previous year and the first time annual complaints have exceeded 4,000.
Record casework output:
the OIA resolved 3,950 complaints, the highest number in its history.
Timeliness improved again:
more than 90% of complaints were closed within six months, with average case handling time reduced to 81 days.
Students are coming to the OIA sooner:
by the second half of 2025, students were bringing complaints around three months after their Completion of Procedures letter, down from closer to four months earlier in the year.
Academic appeals:
remained the biggest complaint category in 2025.
Service issues increased:
complaints that related to service issues rose from 30% to 33% of complaints closed, pointing to ongoing pressure in provider delivery and local complaint handling.
One in five students received a favourable outcome:
20% of closed complaints were Justified, Partly Justified or Settled.
Early or premature complaints rose:
20% of complaints were Not Eligible, up from 16% in 2024, with most brought too early before providers’ internal processes had finished.
Settlements remain a major route to resolution:
the OIA resolved 506 cases through settlement in 2025.
Financial redress remained significant:
providers offered £875,933 following Recommendations and £962,979 through settlements.
International students:
remained overrepresented in complaints, especially in cases involving fees, refunds, deposits, attendance and visa-related issues.
Disabled students remained a major theme in the caseload:
42% of students complaining to the OIA disclosed a disability, and complaints involving reasonable adjustments were markedly more likely to be upheld or settled.
Accessibility:
stayed a clear organisational priority, with continued work to strengthen how students navigate the Scheme and use the service.
Moving forward:
2025 set up a major reform year ahead, with 2026 focused on reviewing casework processes and beginning a comprehensive review of the Scheme.