If you do not think your university or college is giving you the information that you need, or you do not think you are being treated fairly, you can:
- Complain to your university or college. If your university has a students’ union then we suggest you contact them for support.
- If you are not satisfied with the way that a university or college has handled a complaint, you can then raise a case with the Office for the Independent Adjudicator (OIA) for Higher Education. The OIA can look at issues such as:
– elements of a course or contract are not delivered as promised
– a student’s supervisor was unavailable
– a student didn’t benefit from teaching because they could not access it, or the delivery method did not work for them
– a university or college did not support its students adequately
– a university or college did not follow a reasonable assessment process.
If the OIA finds that a university or college has not taken reasonable steps to minimise the impact of disruption on a student, it may recommend that the university or college takes practical steps to put things right for the student. Where that is not possible, or the practical remedy is not sufficient, the OIA may recommend that the provider refunds a proportion of the student’s tuition fees.
The OIA has published a briefing note on its approach to complaints arising from the effects of coronavirus.
- Current students can also notify the Office for Students at any point, although please be aware that although we use the information sent to us as part of our regulatory activity, we will not be able to update you on the progress or outcome of the issue you have raised.