University Complaints and the OIA

Before escalating to the OIA, you must follow the university's internal complaints procedure. Most universities have three stages:

1. Informal stage: Raise the concern with the relevant department, module leader, or personal tutor. Many issues can be resolved informally at this stage.
2. Formal stage 1 (departmental): Submit a written complaint to the department or faculty. You should receive a written response within 20–28 days typically.
3. Formal stage 2 (institutional review): If not satisfied with stage 1, ask for a review by a more senior officer, the Academic Registrar, or a university review panel.

Once the process is concluded at all stages, the university must issue a Completion of Procedures (COP) letter. This is your "ticket" to the OIA. Do not go to the OIA without it — they will not accept the complaint.

The Office of the Independent Adjudicator (OIA) is an independent body that reviews student complaints about higher education providers in England and Wales. It can review complaints about:

• Academic decisions (marks, degree classifications, mitigating circumstances)
• Procedural failures in complaints or disciplinary processes
• Discrimination or harassment
• Accommodation and welfare decisions
• Fitness to Practise decisions (for regulated programmes)

The OIA can find a complaint "Justified," "Partly Justified," or "Not Justified." If justified, it can recommend remedies including an apology, a new assessment or panel hearing, changes to policy, or financial compensation. The OIA cannot impose its recommendations, but universities almost always comply.

It is important to understand the difference between an academic appeal and a complaint:

• An academic appeal challenges an academic decision (e.g., exam result, degree classification) usually on the grounds of procedural irregularity, extenuating circumstances not properly considered, or prejudice. Most universities have a separate appeals procedure.
• A complaint addresses wider concerns about the service received — teaching quality, support, discrimination, or how a previous complaint was handled.

Appeals and complaints follow separate internal tracks and result in separate COP letters. The OIA can review both. If your concern spans both categories, you may need to use both procedures — check with your Students' Union adviser.

Your Students' Union (SU) or student welfare service is often the best first port of call when navigating a complaint. SU advisers can:

• Help you understand the university's procedures and your rights
• Review your complaint and advise on its strength
• Help you draft a clear, well-evidenced written complaint
• Accompany you to meetings as a "support person" or representative

SU advice is free and confidential. Even if your relationship with the university is difficult, the SU is independent of the institution. If the SU cannot help, contact the NUS (National Union of Students) or a specialist student legal advice service.