OIA publishes second briefing note on complaints arising from the impact of coronavirus
22 Jun 2020
We have published a second briefing note on our approach to complaints arising from the impact of coronavirus (COVID-19).
We are an independent body set up to review student complaints about higher education providers in England and Wales. Our service is free for studentsWelcome to the OIA
The coronavirus situation is continuing 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 information about our approach to our work during this period, information for students, and a briefing note, on our coronavirus webpage. We are continuing to update information as the situation evolves.
We are open for business with our people working from home 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 currently limited.
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 already deliver a lot of our outreach virtually through webinars, “on demand” content and virtual visits. Please check our outreach pages for updates.
The health and wellbeing of our colleagues and everyone who uses our service is our top priority and we will continue to monitor the situation carefully.
Last updated 22 June 2020.