Office of the Independent Adjudicator for Higher Education

Office of the Independent Adjudicator for Higher Education: independent resolution of university complaints

The Office of the Independent Adjudicator for Higher Education (OIA) is an independent, free body for students that reviews unresolved complaints about higher education providers in England and Wales. Its role is to provide individual redress and, at the same time, share learning from cases to improve policies and practices across the sector.

An alternative dispute resolution scheme for higher education

The OIA presents itself as the independent student complaints scheme for England and Wales. It has been approved by the Chartered Trading Standards Institute as the consumer Alternative Dispute Resolution (ADR) body for higher education in those two nations. It is a registered charity and a company limited by guarantee.

How complaints are handled

The body reviews complaints from students that have not been resolved with their higher education provider. When it determines that the provider has acted incorrectly, it makes recommendations to put things right. To be able to complain to the OIA, the student must have previously received a Completion of Procedures Letter. The website offers guidance on checking whether a complaint can be accepted, how to submit it and what support is available, such as accessibility adjustments.

Resources for students and advisers

The OIA publishes materials aimed at different audiences. For students, it offers information about the complaints process and a Student Hub. For student advisers, it provides a toolkit for students' unions, associations or guilds, as well as guidance on how to represent a student in their complaint. It also has a Student Advisers Hub.

Guidance and learning for providers

Its resources for providers include the Good Practice Framework, with guidance on handling complaints and academic appeals, and complementary chapters. It also publishes a toolkit for providers, information on Completion of Procedures Letters and on complying with its rules. The organisation shares learning through workshops, events and outreach activities, and contributes to policy development both in the wider regulatory framework for higher education and in the ombuds sector.

Publications and recent activity

The OIA publishes annual reports, annual statements, case summaries, e-newsletters, operating reports and plans, as well as a Bite Size OIA section. Its latest news includes a post by Jo Nuckley on responding to reports of harassment and sexual misconduct (21 September 2026), good practice guidance urging universities and colleges to put welfare at the heart of their processes (15 September 2026) and research by Charlotte Corrish on students' experience of provider closure (10 September 2026).

Governance and commitment to equality

The organisation sets out its scheme, governance, values and service, and states that equality and fairness are central to its work as an ombuds service. It maintains a commitment to equality and diversity both in its work and as an employer.