The following process is for complaints about:
- the service we provide
- our staff’s behaviour
- whether we have followed the right procedures.
Our complaints procedure does not cover complaints about the merits of a decision or action by the Office for Students.
How to make a complaint
Contact us as soon as possible, normally within 90 days of the event you are complaining about.
Start by raising your concerns with our Head of Governance, who will help you to explore whether the issue can be resolved informally.
You need to let us know:
- what happened and when
- how it has affected you
- any relevant supporting evidence
- what you would like us to do to sort things out
- your contact details and how you would prefer us to contact you initially.
You can email this information to [email protected] or write to:
Head of Governance (Complaints)
Office for Students
Lime Kiln Close
We will not consider anonymous complaints unless we consider the evidence significant enough to warrant an investigation.
What happens after you have complained?
We will acknowledge your complaint within seven days. If the Head of Governance thinks your complaint falls within this procedure, they will commission an internal review.
We will write to you within 30 days to let you know the outcome of this review. If we have got something wrong, we will explain what we are going to do to put it right. We will also let you know what to do if you are not satisfied with our response.
Our complaints process follows, and is subject to, the Parliamentary and Health Service Ombudsman’s Principles of Good Complaint Handling.