Help CentreWhat is the OIA?
OIA stands for Office of the Independent Adjudicator an external organisation which will review a student's 'Complaint' about their education provider.
What is a Complaint?
A 'complaint' is the terminology used when a student takes their case from the University to the OIA.
I don't want to complain, I want them to review my case.
Don't worry a complaint is the terminology used by the OIA. They still review your case on the details you provide. Please see next question for types of cases the OIA can or are unable to consider.
What can I complain about and what can I not complain about?
Please see link OIA - Can you complain to us? for further details
How do I open a case?
To open a case with the OIA you will need to create an account and you will need to download an multi-factor authentication app, further information on this app can be found in a video in the above link. You will not be able to open a case without downloading this app. You will need to enter a code every time you access your portal. All complaints must be initiated within 12 months of the date on your Completions of Procedures (CoP) letter.
Please email su.advice@northumbria.ac.uk for further guidance on this form, including a breakdown of the sections you need to complete.
The OIA have pages you may find useful
Students - How to complain to us
Students - Do you need help with your complaint
What is an 'Completions of Procedures' (CoP) Letter and where do I get one from?
A Completion of Procedures letter is sent to a student to confirm they have exhausted the University's internal processes. This is usually sent with your Stage 3 Request for Review outcome. Following a Stage 2 decision and you feel like you can't meet the grounds for a Stage 3, you can take your case to the OIA from this point. You will need to contact the Student Appeals and Complaints team for a copy of this letter. Please email studentappealsandcomplaints@northumbria.ac.uk to request this document if you have not already received one.
I haven't told the University about my potential 'Complaint' can I go directly to the OIA?
No, the OIA are a 'review' body and expect all students to follow their providers internal processes first. This is to enable to the provider and the student to discuss the case and potential resolutions
I have accessibility needs can the OIA accommodate this?
The OIA provides further information on their page here if you scroll down on this page you will see a section on 'Accessibility adjustments'. This also includes a British Sign Language SignVideo service.
What will the OIA do when I first submit a complaint?
They will first do some basis checks; · You are or have been a registered student · The provider is a member of their scheme. Yes, Northumbria University is a member · The complaint is something they can look at under their rules here. You have completed the University's internal processes · You Completions of Procedures letter is dated within the past 12 months If they decide that the complaint is not what they can look at under their rules, they will write to you and the provider to explain why. You will then have 14 days to appeal this decision. If they decide they can look at your case, you will be allocated a case-handler
What will the OIA do when I first submit a complaint?
There will then be an initial investigation. A case-handler will look into your case in more details and then send you and the provider a summary of their understanding of the case. As a part of this investigation you or the provider may be asked for more information. They will then send a copy of your complaint form and any other information you sent them to the provider (University). The provider will be asked to provide comments on this and to send any other information your case-handler will need to review your complaint. Any information the provider shares with your case-handler will also be shared with you and you will have the opportunity to comment on this. For further details on what information is requested by the OIA please see link
Will my case be considered afresh?
The OIA mention on their website they are a review body and do not normally investigate matters afresh. They advise when they review a case, they generally ask; 1. Did the provider follow its own procedures? 2. Were the procedures fair? 3. Was the provider's final decision reasonable?
What are the potential outcomes?
Your complaint will either be 'Not Justified', 'Justified' or 'Partly Justified'. For further information about cases that are 'Justified' or 'Partly Justified', please see https://www.oiahe.org.uk/about-us/reviewing-complaints/what-happens-when-a-student-complains-to-us/putting-things-right/ If the OIA decide your case is 'Not Justified' your complaint will be closed, and their outcome will be sent to you and the provider. If you case is 'Justified' or 'Partly Justified' you and the provider may be provided the opportunity to provide comments on the OIA's 'recommendations'. You can accept or reject any recommendations suggested. For further information on recommendations please see the OIA guidance on this here.
How long will it take to get an outcome?
Outcomes are normally returned within 90 days, you can track progress on your OIA portal.
I would like more information on the OIA.
The OIA has a website with a wealth of information. Their website address is www.oiahe.org.uk/ A section you may find useful is 'Resources and Publications here this includes information of case summaries, which include outcomes and the recommendations the OIA made to the provider.
The Advice Team are here to help you with your case. For personalised advice or to ask further questions please email su.advice@northumbria.ac.uk