Education and University Complaints
This guide is about universities and higher education providers — the OIA process, SEND tribunal appeals, and school admissions. It is specifically focused on higher education complaints. If you have a complaint about a state school, see our separate <a href="/complaints-ombudsmen/school-complaints">school complaints guide</a>. If you have a complaint about a university, college, or higher education provider, you have the right to use the institution's internal complaints process and, if that fails, to refer to the Office of the Independent Adjudicator (OIA).
Key points
- Universities must have a complaints procedure — exhaust this before going to the OIA.
- The OIA reviews complaints from students about universities and higher education providers in England and Wales.
- SEND (Special Educational Needs and Disability) complaints about local authority provision are handled by the SEND Tribunal.
- School admissions complaints go to the independent school admission appeal panel.
University and HE Complaints
If you have a complaint about your university or higher education provider — about academic outcomes, teaching quality, accommodation, student services, or conduct — you must first go through the provider's own complaints procedure. Most universities have a two-stage process: an informal stage and a formal stage. Exhaust both stages before going to the OIA.
The OIA (Office of the Independent Adjudicator) is a free, independent scheme for students in England and Wales. It reviews complaints from students who have exhausted their provider's internal process. The OIA can recommend the provider take action, offer an apology, pay compensation, or revise a decision.
You must have received a Completion of Procedures letter (COP) from your university before the OIA will accept your complaint. You then have 12 months from the COP letter to refer to the OIA.
School Complaints
For complaints about state schools (including academies and free schools), see our dedicated school complaints guide, which covers the full three-stage process: informal resolution, formal complaint to the headteacher, and escalation to governors and beyond.
SEND and Education Complaints
For complaints about Special Educational Needs and Disability (SEND) provision — including decisions about Education, Health and Care (EHC) plans — the primary route is the SEND Tribunal (First-tier Tribunal: Special Educational Needs and Disability).
You can appeal to the SEND Tribunal if your local authority:
- Refuses to carry out an EHC needs assessment
- Refuses to issue an EHC plan after assessment
- Issues an EHC plan that you disagree with (regarding the educational provision, placement, or health and care sections)
- Ceases to maintain an EHC plan
Appeals must be lodged with SENDIST within two months of the decision letter. IPSEA (Independent Provider of Special Education Advice) and SEND charities provide free specialist advice and support through the appeal process.
Frequently asked questions
What can the OIA award in a university complaint?
Can I complain about a private school?
My child was excluded from school unfairly — what can I do?
What to do next
- 1Refer a university complaint to the OIA
Free independent review for students in England and Wales.
- 2Appeal a SEND decision to tribunal
Appeal an EHC plan decision to the SEND Tribunal.
- 3Get free SEND advice from IPSEA
Independent Provider of Special Education Advice.
Official bodies and resources
Local Government and Social Care Ombudsman
OmbudsmanInvestigates complaints about councils, social care providers, and some other public bodies in England.
Citizens Advice
CharityProvides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.
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