in this section

Good Practice Framework

Guidance we publish on good practice for higher education providers.

Case summaries

View examples of cases we receive and how we resolve them. These include our public interest cases and case summaries.

Completion of Procedures Letter Guidance

Our guidance on Completion of Procedures (COP) Letters.

Our Rules

Our Rules set out how our Scheme works, who can complain, what we can and can’t look at, how we review complaints, and what higher education providers should do.

Handling complaints arising from significant disruption

Some suggestions about things to consider when handling students’ concerns around significant disruption, for example from the pandemic or industrial action

Coronavirus information

Find out more about complaints and the coronavirus pandemic.

Industrial action

Information relating to complaints arising from industrial action.

Briefing notes

See our latest briefing notes on topics of current interest.

Annual Statements

See information about our members' records in handling complaints and appeals.

Bite size OIA

Videos of our processes, guidance an information in a bite size format.

Closure of GSM London: the OIA's perspective

In 'Closure of GSM London: the OIA’s perspective', we outline some of the common themes in the complaints we received and we explore further the principles we developed and how we have applied them.

strategy and reporting

Strategic and Operating Plans and Reports

See our strategy, Operating Plans and Operating Reports.

Annual Reports

Read our latest Annual Report.

News and updates

Latest news and updates

See our latest news, updates and media releases.


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