We are publishing our Operating Report 2021 and our Operating
Plan 2022.
We received 2,763 complaints in 2021, which is a 6% increase on
2020 and once again our highest ever number. In addition we
received one complaint from a large group of students. Despite
the high volume of cases and the ongoing challenges of the
pandemic, we met most of our targets for timeliness of our
processes and we closed our highest ever number of cases (2,654),
2% more than in 2020.
We continued to share learning and encourage good practice. We
delivered a high number of webinars and online events in response
to demand and further developed our online resources for
providers, students and their representative bodies.
We have continued to work with governments and key organisations
in the sector and beyond, drawing on our experience of student
complaints as an independent ombuds organisation to promote
fairness for students across a range of issues and in responding
to the complex and challenging ongoing impacts of the pandemic.
We have also continued to work towards our longstanding aim of
extending access to our Scheme to all who could benefit from it,
including through planned legislation in Wales.
Our Operating Report 2021 records progress against our Operating
Plan for 2021. As usual we will more fully explore trends and
themes from the year in our Annual Report 2021, which we will
publish in the Spring.
Our Operating Plan 2022 is based around our four key priorities
through which we fulfil our purpose: reviewing student
complaints, sharing learning, working effectively with others and
continually developing our organisation. The Plan sets out what
we intend to do in 2022 to advance each of these priorities and
what we aim to have achieved by the end of the year.
After 18 years at the OIA, Felicity Mitchell, Independent
Adjudicator has decided not to seek a second term when her
current term of office ends in April 2023. Ben Elger will
continue as Chief Executive.
Felicity said:
“Over the last 18 years I have been privileged to see the OIA
grow into the confident, professional and kind organisation it is
today. I am very proud to have been part of this, and
particularly to have led the organisation, with Ben, over the
last four years. We still have much to do and I look forward to
building on what we have achieved and meeting the challenges to
come over the next 16 months.”
Dame Suzi Leather, OIA Chair said:
“I am hugely grateful to Felicity for everything she has already
done and continues to do for the OIA. As Independent Adjudicator
she has, together with Ben Elger, Chief Executive, so ably led
the organisation, which has grown in standing and in its
contribution to the pursuit of greater fairness for students
under their leadership. The Board will now lead a recruitment
process to appoint a new Independent Adjudicator to work
alongside Ben to take forward the OIA’s important work.”
Ben Elger, Chief Executive said:
“Felicity has been an inspirational presence at the OIA
throughout the first two decades of our operation and absolutely
central to the development of a respected, forward-focused and
independent ombuds organisation. It has been a pleasure and
privilege to work with Felicity jointly leading the organisation
over the last four years. I’m looking forward to continuing our
work together in the very important year ahead before welcoming
and working alongside the new Independent Adjudicator in 2023.”
ENDS
Notes to Editors
- The Office of the Independent Adjudicator for Higher
Education (OIA) is the independent student complaints ombuds for
higher education in England and Wales. It is the designated
operator of the student complaints’ scheme under the Higher
Education Act 2004.
- Our Scheme is free to students and has been designed to be
accessible to all students, without the need for legal
representation.
- We have a wide remit to review student complaints about
higher education providers in England and Wales, as set out in
the Rules of our Scheme.
- Students normally need to complete their higher education
providers’ internal complaints or appeals procedures before they
can come to us.
- You can find further information about the Scheme and our
work at https://www.oiahe.org.uk/
- The OIA has a joint leadership structure, with two equal
positions of Independent Adjudicator and Chief Executive.
- The Independent Adjudicator is normally appointed for a first
term of five years, with the possibility of a second term of
three years.
- Felicity Mitchell joined the OIA in 2004, and became a Deputy
Adjudicator in 2009. In 2018 she was appointed to a five-year
term of office as Independent Adjudicator, which ends in April
2023.
