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Coronavirus: information for providers and students using our service

The coronavirus situation continues to present significant challenges for students and staff in providers. We want to help providers and students navigate their way through this. You can find more information on our coronavirus webpage, including information about our approach to our work during this period, information for students, a briefing note, and some case summaries. We are continuing to update information as the situation evolves.

If you are a student and you are considering making a complaint to us, you need to raise your concerns through your provider’s internal processes first. You can find more information in our FAQs for students.

If you have an open complaint with us and are finding it difficult to engage with our process (for example, if it is difficult to meet our deadlines) do please get in touch with us. We are taking a very flexible approach to our processes in the current circumstances. We ask any providers that are experiencing significant difficulties with their complaints-handling capacity to please let us know.

We have a lot of good practice resources on our website and we continue to deliver our outreach programme virtually through webinars, “on demand” content and virtual visits. Please check our outreach pages for updates.

Our people are working remotely in line with government guidance. Our case-handlers and support teams are fully equipped to do this, including to take phone calls. Please contact us by email or phone wherever possible rather than by post, as our ability to send and receive post is still limited.

The health and wellbeing of our colleagues and everyone who uses our service remains our top priority and we will continue to monitor the situation carefully.

Last updated 10 February 2021