Individual disputes are often confused with potential Causes for Concern. QAA has no remit or power to become involved in individual disputes involving students or members of staff and higher education institutions, either as an arbitrator or on their behalf. We can, however, investigate concerns that relate to an institution’s policies or procedures (or lack of these) that are having a serious adverse effect on its academic standards and the quality of its higher education awards.
We have produced a visual guide to help you to identify the nature of your complaint and what next steps we would advise you to take.
Response 1
You are a student or former student who has an individual complaint against the institution concerned.
QAA has no remit or power to become involved in individual disputes between students and institutons. It is advised that you take the following action. Please note that this only applies to students studying for higher education awards.
Step 1
To make a formal complaint against your institution, you will need to obtain and follow the complaints procedure from your institution. This should be available on request from your institution and it may be available on their website or intranet.
Step 2
If you have exhausted the complaints procedure at the institution and are not happy with the outcome of that process, you may be able to take your case to the Office of the Independent Adjudicator (www.oiahe.org.uk) for an institution in England and Wales or the Ombudsman (www.spso.org.uk) for institutions in Scotland.
These bodies will only look at your case if you have exhausted the institution’s internal complaints procedures and your complaint has not been satisfactorily resolved.
Contact details:
If the institution concerned is in England or Wales:
Office of Independent Adjudicator for Higher Education – www.oiahe.org.uk
Tel 0118 959 9813 or Email enquiries@oiahe.org.uk
If the institution concerned is in Scotland:
Scottish Ombudsman – www.spso.org.uk
Tel 0800 377 7330 or ask@spso.org.uk
Alternatively, you may wish to seek independent legal advice.
Response 2
You are a member of staff or former member of staff who has an individual complaint against the institution concerned.
QAA cannot involve itself in individual disputes between staff and institutions in respect of employment matters. In these circumstances, we can do no more than advise you to contact the Human Resources department of your institution to discuss your concerns.
If you are not happy with the outcomes of that process you may wish to contact the relevant union representative. Alternatively you may wish to seek legal advice.
Response 3
It is possible that your complaint could be progressed through the Causes for Concern scheme, as it claims that the institution concerned has
implemented or omitted policies that could be jeopardising the academic standards
of its higher education programmes and/or awards.
QAA can only formally raise a Cause for Concern
if your allegations are backed up by documentary evidence. If, based on the
evidence you send us, we believe there is sufficient basis for enquiring further into your concern, using QAA's procedures for handling Causes for Concern (England and Wales), we will raise this formally as a Cause for Concern with the relevant institution.
Please read carefully the relevant Causes for Concern procedure (England and Wales) and complete a Causes for Concern scheme application form (Word | PDF) and send, accompanied by the substantiating evidence, to:
Causes for Concern
The Quality Assurance Agency for Higher Education
Southgate House
Southgate Street
Gloucester
GL1 1UB
Email: causesforconcern@qaa.ac.uk
If your complaint is about an institution in Scotland, please send your complaint in writing to:
Director, QAA Scotland
183 St Vincent Street
Glasgow
G2 5QD
Email: causesforconcern@qaa.ac.uk
Response 4
You have a complaint about an institution that you believe is jeopardising academic standards and you also have documentary evidence to back up your claim.
Please complete a Causes for Concern Scheme application form (Word | PDF) and send, accompanied by the substantiating evidence, to:
Causes for Concern
The Quality Assurance Agency for Higher Education
Southgate House
Southgate Street
Gloucester
GL1 1UB
Email: causesforconcern@qaa.ac.uk
If, based on the evidence you send us, we believe there is sufficient basis for enquiring further into your concern, using QAA's procedures for handling Causes for Concern (England and Wales), we will raise this formally as a Cause for Concern with the relevant institution.
We will keep you informed of the progress of your Cause for Concern.
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