63Many providers in England and Wales deliver higher education courses which lead to qualifications awarded by an external awarding organisation which is regulated by Ofqual (England) and/or Qualifications Wales (Wales). An example is Higher National Certificate and Higher National Diploma programmes, awarded by Pearson or the Scottish Qualifications Authority.
64The awarding organisation is responsible for the overall quality and standards of the qualifications that it awards. Therefore, the awarding organisation will have some responsibility for handling complaints about academic standards issues and academic appeals from students on this type of course.
65Often, the delivery provider will be a member of the OIA Scheme. However, the awarding organisation is not usually a member of the OIA Scheme; these awarding organisations are not Qualifying Institutions for the purpose of the OIA, although they may join the OIA Scheme voluntarily (as Non-Qualifying Institutions).
66The guidance set out below assumes that the delivery provider is a member of the OIA Scheme and the awarding organisation is not a member of the OIA Scheme. A provider may delegate the delivery of its externally awarded provision to another provider. References in this appendix to "delivery provider" could be to one or both of them depending on the context.
67The guidance in this Appendix does not apply to higher education qualifications awarded by a provider with UK degree awarding powers under licence from an external awarding organisation. Under the licence agreement, the provider with UK degree awarding powers is the awarding body responsible for the quality of the qualification and the qualification is not regulated by Ofqual or Qualifications Wales.
The OIA’s approach, agreed with Ofqual and Qualifications Wales
68Students studying on a higher education course leading to the award of an external awarding organisation should be able to complain to the OIA about acts or omissions of the delivery provider. The delivery provider should issue a Completion of Procedures Letter, using the appropriate template, at the end of an internal procedure in the normal way.
 Where the student is studying at a provider which joined the OIA Scheme as a result of the Consumer Rights Act 2015 coming into force on 1 September 2015, the course must be
an HE course for the OIA’s purposes. See our glossary.
 COP Letter Template - External awarding body qualifications.
69Should it receive a complaint, the OIA will first identify whether the complaint relates to: (1) an act or omission of the delivery provider relating to the service provided which falls within the OIA’s remit; or (2) the overall quality or standards of the qualification itself.
(i) If the OIA considers that the complaint relates to an act or omission of the member provider relating to the service provided which falls within the OIA’s remit (category (1) above), it will review that complaint under its usual review procedures.
(ii) If the OIA considers that the complaint relates to the overall quality or standards of the qualification itself (category (2) above), it will notify the student and will then forward a copy of the complaint to the relevant awarding organisation. The OIA will not take any further action in respect of that complaint.
CASE STUDY 9
A student is studying at Provider A, a member of the OIA Scheme, for an HNC which is awarded by an external awarding organisation.
The student complains about poor facilities at Provider A and also that a member of Provider A’s staff has bullied him. Provider A considers the complaint and dismisses it. Provider A issues the student with a Completion of Procedures Letter and the student complains to the OIA.
The OIA determines that it is able to consider the complaint since it concerns matters for which Provider A is responsible.
CASE STUDY 10
A student is studying at Provider A, a member of the OIA Scheme, for an HND which is awarded by an external awarding organisation.
The student submits an academic appeal to Provider A on grounds of procedural irregularity in the marking of one of her assessments. The cohort’s assessments had been subject to external moderation by the awarding organisation’s assessor. Provider A dismisses the appeal and issues the student with a Completion of Procedures Letter. The student complains to the OIA.
The OIA forwards the complaint to the awarding organisation, having determined that it relates to the awarding organisation’s arrangements for managing the overall quality of the qualification itself.