Our response to the coronavirus situation

The coronavirus (Covid-19) situation continues to have a serious impact across the country and in all sectors. The challenges facing providers, current and future students, and student representative bodies are profound and the impact is likely to be long-lasting.

We have adapted our approach to our work to take account of the new realities we are all facing. We want to help providers and students to navigate their way through this situation. We are being very flexible with our processes and realistic in our expectations.

We ourselves 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 ask any providers that are experiencing significant difficulties with their complaints-handling capacity to please let us know.

Although we are not running face-to-face events, 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.

We understand that this is a very difficult time for students and staff in providers, and that there is considerable ongoing disruption to students’ studies. As well as information about our approach to our work, we have published some information for students, and a briefing note on our approach to complaints arising from the impact of coronavirus which we hope will be helpful to providers and SUs and other student representative bodies. This largely supersedes our earlier briefing note, published in the initial stages of the crisis. We have also published a statement in response to the impact of the coronavirus situation on the new academic year 2020-21.

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.

OIA briefing note 2: our approach to complaints arising from the effects of coronavirus (COVID-19) - June 2020

We have published our second briefing note on our approach to complaints arising from the effects of coronavirus.

Our approach to the coronavirus situation

Find out more about our approach to how we work during the coronavirus situation.

OIA statement in response to the impact of the coronavirus situation on the new academic year

We hope it will be helpful to draw together here some points from our guidance for providers and students that are particularly pertinent at the moment, and to give an update on what we have seen so far in complaints arising from the coronavirus situation.

Case summaries on coronavirus

See our case summaries on complaints related to the impact of coronavirus.

Handling complaints arising from coronavirus

We hope that this note will provide some helpful suggestions about things to consider when handling students’ concerns around coronavirus.

Coronavirus - FAQ for students

We know that students are facing significant disruption to their studies and that the future is uncertain. It is obviously not possible in this fast-changing situation for us to answer all the questions you may have, but we hope these FAQs are helpful to you.

Briefing note: Complaints arising from Coronavirus (COVID-19) disruption - March 2020

In March, we published a briefing note for providers which includes information on some things it may be helpful for providers to think about in terms of possible complaints arising from the coronavirus situation.