When seeking to fulfil your obligations under the Office of Independent Adjudicators (OIA) framework for handling student complaints, outsourcing your formal investigation is an excellent option to ensure the utmost compliance.  Our pool of expert student complaints investigators are highly experienced in responding to both formal ‘Stage 1’ and review ‘Stage 2’ levels of the student complaints process.

Further and higher education providers are especially motivated to work with us when allegations have been made against their most senior staff members. Likewise is the case when the most serious issues have emerged amongst students. In such situations it is absolutely crucial that a fair and robust investigation is carried out, for the sake of the students (and staff) involved, and for the reputation of your university or college.

When you make the decision to outsource your student complaints investigation to CMP, you can expect a timely and thorough response, with the following structure:

1. We will assign an investigator, with the most relevant experience in handling student complaints, to your case within 24 hours of the initial referral.
2. Once appointed, our student complaints investigator will fully scope your case, when meeting with your internal investigation lead/ referring manger, on the second day.
3. Once the terms of reference have been agreed, interviews can commence, and subject to availability, will begin within 5 working days of the final scope.
4. Once all interviews have taken place, a comprehensive report will be produced, which is then quality assured to ensure it conforms to our best practice standards.
5. Your student complaints investigator will arrange for a debrief meeting to discuss the final report, and its findings with you. The report must be submitted within 30 working days of the initial referral (for all but the most highly complex cases.)

When you choose CMP to support you with your student complaints process, you truly are working with the experts. Our further and higher education investigators are hand-picked, subject to a thorough recruitment process. At an absolute minimum we ask for at least 5 years experience in handling student complaints investigations, and thanks to our internal quality assurance process, all of their work is subject to review against our own Best Practice Standards for investigation. We offer the very best in client case management software, to ensure for transparent communication of progress throughout your student complaints investigation.