We will use the information we get from you, and from the provider, to decide whether your complaint is something which we can look at. If we can look at your complaint, then we will use the information to decide if your complaint is Justified, Partly Justified or Not Justified. We may also use the information to try to settle your complaint.
Some of the information we ask you for may not be directly relevant to the outcome of your complaint. We ask for some information so that we can analyse who is using our service - for example, whether we receive more complaints from undergraduate or postgraduate students. When we publish information about trends in complaints, we will never include anything which can identify you.
We also use information from the complaints we review to identify learning and good practice which we can share with all higher education providers. We publish case studies and deliver presentations which explore issues raised in the complaints we receive. We will never include any information which could identify you.
We may use your contact information to get in touch with you to ask for feedback about our service. We hope that you will help us make our service better by giving us your opinions, but answering our surveys is voluntary and will not affect how we deal with your complaint.