Have your say on proposed changes to the student complaints scheme

The Office of the Independent Adjudicator for Higher Education (OIA) is inviting complaints professionals in the ombuds sector, students, relevant education providers, and other interested stakeholders to share their views on its proposed new Student Complaints Scheme. 

The consultation, which is open until 31 July 2026, sets out a range of proposed changes which will form part of the new Scheme which the OIA uses to help make decisions. The aim is for a Scheme which is clearer, more accessible and easier to understand. The proposals include changes to how the Scheme is structured, adopting a new definition of a student which would change when they can access the Scheme and reducing the time limit for bringing complaints

The OIA is in the process of taking on responsibility for further education complaints in Wales, working with the Welsh Government. This is in addition to its existing higher education complaints role, so a name change is also being proposed.

Watch: Helen Megarry, Independent Adjudicator, explains the proposed changes and why the OIA is consulting on a more principles-based approach.

A central feature of the consultation is the proposed move towards a more principles-based approach. Under the proposals, the new Scheme would be streamlined and supported by fresh explanatory guidance, helping students and providers better understand the OIA's role and how decisions are made. 

The consultation also seeks views on:

• Allowing students to make complaints to the OIA from the point they accept an offer, rather than from registration; 
• reducing the deadline for bringing complaints to the OIA from 12 months to six months after a provider's internal procedures are completed; 
• changes to reflect the OIA's intended future role within Wales' developing tertiary education system; 
• a proposed change of name to the Office of the Independent Adjudicator for Student Complaints. 

The OIA says the proposed changes are intended to provide greater clarity about its role, improve accessibility and support better understanding of the Scheme among students, providers and other stakeholders. 

Helen Megarry, Independent Adjudicator, said:

"We want to make it easier for students to understand who we are, what we do, and what they can expect when they bring a complaint to us. At what is often a stressful point for the people involved, clarity matters." 

Helen added: “We’re proud to be part of the ombuds sector, it’s integral to our independence within the higher education landscape, so I would genuinely like to hear views from people working across complaints organisations. The OA’s conference in Glasgow showed just how much knowledge we all have about how we structure and operate complaints schemes to best serve the public. Please do share your views, there’s no need to be expert in higher education, I’m interested in principles and processes.”

How to respond

The consultation closes on 31 July 2026.

• Read the consultation and submit your response: Main consultation webpage
• Read the original OIA announcement: Press release we published at the time of the launch.