Finally, an ombudsman for students!

The answer: the Office of Independent Adjudicator (OIA). This watchdog was established to operate as an independent student complaints scheme subsequent to the Higher Education Act 2004. All higher education institutions in England and Wales are required to adhere to the rules set out by the OIA.

How does it work?

Every institution will have its own internal complaints procedure. This allows a student to make a formal complaint against the university on issues around academic provision, university managed accommodation and university facilities. Previously any student not satisfied with the final outcome of his or her case and had exhausted all avenues of the university's complaints procedure, could take the case to the final Independent Review stage. UWE has seen one case progress to this stage so far. However the Independent Review process has now been replaced with the scheme operated through the Office of the Independent Adjudicator.

So who can make a complaint?

Any student (current or former) who is registered to a course at the university they are complaining about can make a complaint.

What sort of complaint can the OIA deal with?

The areas of complaint covered by the OIA are about:

• A programme of study or research.
• A service provided to a student by a higher education university.
• A final decision by a higher education university's disciplinary or appeal body.

What sort of complaint can't the OIA deal with?

The following areas of complaint cannot be taken up by the OIA:

• If the matter relates to academic judgement, i.e. if it is about your academic performance.
• If the matter is or has been subject to court proceedings.
• If it is about a student employment matter.
• If it is about an institution which is not higher education.
• If it an issue around admissions.

How can I make a complaint?

Before you can take your complaint to the OIA, you must first go through UWE's internal complaints procedure. If, at the end of the internal procedure, you are unhappy with the outcome, you must request a 'Completion of Procedures Letter' immediately from the university. Please remember you must take your complaint to the OIA within 3 months of completing the university's internal complaints procedure.

You must complete the OIA Scheme Application Form, the Students' Union can help you fill this out and or provide you with the form. You can also find the form on the OIA website.

Want more Info?
To find out how the OIA will deal with your complaint please visit www.oiahe.org.uk or call the helpline on 0118 959 9813.

Alternatively if you require advice on the procedures please contact the Students' Union Advice Centre.