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.
Annual Statements
See information about our members' records in handling complaints and appeals.
Responding to the cost of living crisis: learning from complaints
Read more about our learning from complaints and the cost of living situation.
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
Industrial action
Information relating to complaints arising from industrial action.
Coronavirus information
Find out more about complaints and the coronavirus pandemic.
Briefing notes
See our latest briefing notes on topics of current interest.
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.
Casework notes
Casework note: Complaints relating to placements
In this casework note we draw out some good practice learning points informed by the general issues we see around placements across our casework and outreach work.
Casework note: Complaints relating to disciplinary matters (non-academic)
In this casework note we set out some points of interest arising from recent casework, which can be applied to most kinds of student disciplinary issue.
Casework note: Complaints relating to academic misconduct
The issues and challenges arising in cases of suspected academic misconduct have evolved. In this note we draw out some themes that we have seen in recent casework.
Casework note: Complaints relating to pregnancy, parenthood and childcare
This casework note covers some of the issues that arise in complaints relating to pregnancy, parenthood and childcare.
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.
e-newsletters
Sign up to our e-newsletter to keep up to date with our latest news.