We have today (29 April) published our Annual Report for 2024.
The Report includes information about:
- The number and outcomes of complaints we received and closed
- Trends in complaints
- Examples of some of the complaints we have received and our approach to them
- How we share learning from complaints
- How we work with others in the higher education sector
- Information about developments in our organisation over the year.
Helen Megarry, Independent Adjudicator said:
“2024 continued the trajectory of rising complaints we have seen in recent years. In response to this increased demand, as well as ongoing pressures faced by providers and students, we focused our recent strategic review on improving the experiences of those who use our service while ensuring efficiency. Thanks to our teams’ commitment and hard work, they closed more complaints than ever before, providing timely and meaningful resolutions for students. And we shared relevant learning from these to inform and promote good practice.”
Ben Elger, Chief Executive, said:
“It’s a time of unprecedented challenges for providers and students and throughout 2024 we once again drew on our knowledge and learning from complaints to promote a fair and joined-up approach to issues such as mental health, free speech and financial sustainability. We worked with others across the regulatory landscape to ensure students remained at the heart of relevant policy developments, and continued work in Wales to expand access to our Scheme for students in further education.”
Video transcription (PDF | 94kb)
Our Report in more detail
Complaint numbers and outcomes
In 2024 we again received and closed more complaints than ever before.
- We received 3,613 new complaints in 2024, 15% more than in 2023 (3,137).
- We met all our targets for timeliness of our processes and closed our highest ever number of complaints: 3,645 cases, 9% more than in 2023 (3,352). We dramatically improved our service for students and providers, with 94% of students receiving a decision on their complaint within six months.
- In total, 24% of cases were Justified (3%), Partly Justified (6%), or settled in favour of the student (15%). This is slightly higher than in 2023 but in line with previous years. In a further 16% of cases, we did not uphold the complaint because the provider had made an offer to resolve it that we considered reasonable. The offer was usually still open to the student at the conclusion of our review in these cases.
- We recommended a wide range of practical remedies, from reconvening disciplinary or fitness to practise panels to consider additional evidence or mitigating circumstances to opportunities to retake assessments. We made Recommendations for financial remedies totalling £677,785 when a practical remedy was not possible or did not sufficiently address the complaint.
- In addition, students received a total of £1,809,805 through settlement agreements.
The nature of complaints
Complaints relating to academic appeals as a proportion of our caseload rose to 47% (45% in 2023). The proportion of complaints about service issues reduced to 30% (34% in 2023). This continued the rebalancing we have seen in our casework distribution following the COVID-19 pandemic and industrial action towards the start of the decade.
The number of complaints in other categories remained relatively small, but collectively these categories accounted for 23% of case receipts. This is slightly higher than in 2023 (21%) but similar to recent years.
- Financial issues – 7%
- Disciplinary matters (academic) – 5%
- Welfare / non-course service issues – 4%
- Disciplinary matters (non-academic) – 3%
- Equality law / human rights – 1%
- Fitness to practise – 2%.
Sharing learning from complaints
We continued to share learning from complaints, publishing information and guidance and offering our successful outreach programme to all members of our Scheme.
We published an updated section of our Good Practice Framework: Delivering learning opportunities with others, which describes fair processes for students studying for qualifications delivered by more than one higher education provider (for example on franchised or validated courses). We also published case summaries with accompanying guidance on complaints relating to accommodation, placements, postgraduate students, service issues and consumer rights, and student transfer.
Themes in complaints
Our report includes case summaries which illustrate the range of complaints we have reviewed and the approach we have taken to putting things right. In this report, we have focused on three key areas:
- 40% of the students who complain to us tell us that they are disabled. This proportion has risen from 33% in the previous year. Students are affected by difficulties with mental health, specific learning differences and a range of neurodivergent conditions including autism and ADHD. The complaints we have reviewed reveal that the system to identify and fund (through the Disabled Student Allowance) the right kind of support to best enable students to achieve their full potential can be slow, which puts disabled students at a disadvantage. Sometimes support is not delivered consistently, and it can be difficult for students to raise their concerns.
- Numbers of complaints about harassment and sexual misconduct remain low (at less than 5% of our cases) but they can be complex and have lasting impact on all the people involved. It is essential that higher education providers offer appropriate support to each party and carry out a fair investigation process that balances transparency with respect for individual’s privacy. Providers must explain to students the possible outcomes when a student makes a report, so that they understand how an investigation under a provider’s disciplinary procedures is different to a criminal investigation.
- The largest category of complaints we have reviewed was “Academic Appeals”. These complaints are brought by students who are dissatisfied with a decision about their academic progress, often meaning that they can’t continue with their studies. In general, higher education providers often reach reasonable decisions and use fair processes to look at students’ appeals. These complaints show that many students are juggling paid employment and caring responsibilities alongside their studies, and the continued high costs of living continues to be a pressing concern.
ENDS
Notes to Editors
- For further information please contact our Media Relations team on mediarelations@oiahe.org.uk, 0118 959 9813.
- The Report will be published in English and in Welsh on our website on 29 April 2025.
- The Office of the Independent Adjudicator for Higher Education (OIA) is the independent student complaints ombuds for higher education in England and Wales. It is the designated operator of the student complaints’ scheme under the Higher Education Act 2004.
- Our Scheme is free to students and has been designed to be accessible to all students, without the need for legal representation.
- We have a wide remit to review student complaints about higher education providers in England and Wales, as set out in the Rules of our Scheme.
- You can find further information about the Scheme and our work at https://www.oiahe.org.uk/.