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Information for you as our Point of Contact
Find out more about what we will ask you to do as the Point of Contact at a provider.Page
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Information requests
Information for Providers on when we ask for information on a complaint.Page
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Signposting students to our Scheme
Member providers need to make students aware of their ability to use our Scheme.Page
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Confidentiality clauses
Guidance on recommendations and confidentiality clauses.Page
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Following up casework-related compliance
We usually need to ask the higher education provider for information about the complaint when we are reviewing it. We expect providers to give us the information we ask for – without it, it is difficult if not impossible for us to fairly review the complaint.Page
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Following up compliance with requests for general information
As well as asking higher education providers for information relevant to individual complaints we are reviewing, we also ask providers to compile and send us more general information.Page
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Additional Rules that apply to Large Group Complaints
The additional Rules for Large Group Complaints were introduced following consultation and came into effect on 19 April 2021.Page
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Advisory panels
We have two advisory panels, our Higher Education Advisory Panel and our Disability Experts Panel. Both panels enable us to access advice on issues related to our casework.Page
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Our service
Find out more about our service, how we handle personal data and how you can give us feedback or make a complaint about our service.Page
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Complaints about our service
We know that, as in any organisation, things can sometimes go wrong. Please tell us if this happens, so that we can put things right and learn from any mistakes.Page