A comprehensive review of the student complaints scheme run by the Office of the Independent Adjudicator is set to take place during 2026, the organisation has confirmed. The review is part of its overarching strategy, first published in 2025.
The OIA laid the groundwork for the review in meetings and briefings during 2025. This year it will move into delivery mode with further discussions and a consultation during the Spring.
Alongside this the OIA will review its casework process and develop a sector and student informed approach to early resolution. This will build on what already works well and support fair outcomes for everyone involved
Early details are included in the OIA’s 2026 Operating Plan, published today. The plan comes two weeks after the organisation’s Operating Report, which showed that the number of cases had increased by 17% since 2024, and topped 4,000 per year for the first time.
Helen Megarry, Independent Adjudicator for Higher Education in England and Wales, said: “Our scheme is a vital opportunity for students who feel aggrieved to be heard, but it has developed step by step over two decades.
“Complaints have gone up and the time taken to resolve them has gone down, but we need a more principles-based approach with supporting guidance. We’re aiming for a scheme that’s easier to engage with, more efficient to run and which provides increased learning for the sector as well.
“We want to be genuinely compassionate in how we approach each person’s case, remembering that fairness and independence are vital to maintaining the trust of everyone involved.”
The core of the OIA’s Scheme will not change. It will remain free for students to use, and independent in its operation and decision making.
As part of the review of the OIA’s Scheme, a thoughtful approach to early resolution of complaints will be developed, working closely with providers, students, and student-representative bodies.
Helen Megarry said: “The real issue and worrying indicator flowing out of the financial pressures facing the sector is the rising number of complaints we see. As institutions make difficult decisions, students are feeling less fairly treated at the same time as their fees are increasing. We have a unique vantage point to assess this and act on what we’re observing.
“Ultimately we all want the number of complaints from students to reduce, because they are happier with the service they receive from universities and colleges and other providers. Developing a shared approach to early resolution can only benefit this aim.”
A formal consultation will take place during the Spring.
The OIA will continue to listen to the sector, HE providers and students to develop its thinking on the scheme as a whole, and on early resolution. It will also draw on many years of data and practice as it evolves its operation.
Other items featured in the OIA’s plan for 2026, several of which are already in progress, include beginning work in co-operation with the sector to further develop the annual statements published about individual institutions. Consideration will be given to how they are used and better support improvements.
Building capacity in data analysis, feeding back on learning and promoting good practice also feature. The OIA aims to draw on developing themes in casework, trends and examples to illuminate issues that could be tackled to improve student experience.
ENDS
For further information, contact communicationsteam@oiahe.org.uk