Ossian Elkington

Higher Education Dispute Resolution Expert

Founder of UniResolutions, an AI-powered student complaint and appeal navigator

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Our Services

HE Complaints & Appeals

Professional consulting services that help universities and colleges effectively handle student complaints and appeals.

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AI Solution

UniResolution

An intuitive webapp leveraging AI to support students through complaints and appeals processes.

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Research

Academic Research

Grounded in a PhD in HE dispute resolution, this work offers evidence-based insights to enhance complaint & appeal processes.

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AI Solution

UniResolution: AI-powered solutions

Our AI-driven system streamlines how students deal with academic complaints and appeals, offering:

  • Simplifies complex procedures by breaking down university and college complaint processes into clear, manageable steps
  • Strengthens claims with insights drawn from institutional policies and procedures
  • Provides actionable guidance to help students resolve issues effectively and confidently
  • Continuous availability for timely, round-the-clock student support

Research

Understanding unresolved higher education complaints

A PhD study investigating the handling of unresolved student complaints by the Office of the Independent Adjudicator for Higher Education (OIA).

Abstract

Higher education (HE) is increasingly shaped by the pressures of marketisation, which positions students as consumers within a competitive educational marketplace. Amidst this shifting landscape, the resolution of student complaints has become a critical issue, raising fundamental questions about fairness, accessibility, and the efficacy of independent adjudication systems. This research addresses these concerns by examining the OIA, which serves as the principal complaint-handling body for unresolved disputes in HE across England and Wales. By blending theoretical and practical perspectives, this research seeks to illuminate the systemic factors shaping complaint outcomes and procedural fairness in a marketised HE context.

Adopting an explanatory sequential mixed-methods approach, the research comprises two complementary studies. The first is a quantitative analysis of cross-sectional secondary data from 5,111 OIA complaints, revealing key patterns in complainant demographics and their relationship to complaint outcomes. Notably, the findings underscore significant disparities, with males, ethnic minorities, and international (non-EU) students being less likely to secure remedies.

The second study delves deeper into these patterns through a qualitative exploration of stakeholder perspectives. Thematic analysis of focus groups involving complainants, university staff, and OIA staff uncovers diverse experiences shaped by structural and procedural factors. Participants describe mixed perceptions of procedural justice, encompassing concerns over impartiality, communication barriers, and varying levels of support. The qualitative findings propose three typologies of complainants, Persistent Pursuers, Reluctant Escalators, and Resolution Seekers, highlighting the motivations and expectations influencing student engagement with the OIA...

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We're launching a podcast to explore the real experiences of students navigating complaints and appeals in higher education. This is your chance to share your story and help us shine a light on the challenges, triumphs, and lessons learned during these processes.

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Call for Beta Testers

We’re inviting students to take part in shaping UniResolution, a groundbreaking AI-powered platform designed to improve how complaints and appeals are managed in higher education. Your voice and experiences can help us create a tool that truly works for students.

  • Have your say on the features that matter most
  • Be among the first to see how AI can improve complaints and appeals
  • Gain early access to innovative tools and resources
  • Receive dedicated support throughout the program
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