Proposals for consumer and student protection – quick guide

The Office for Students is proposing new rules to make sure universities and colleges treat students fairly.

These new rules create clearer and stronger requirements for providers to treat students fairly, informed by consumer protection law and our regulatory experience and would replace existing rules.

This would not alter universities and colleges legal obligations to comply with consumer protection law.

This would apply to all registered universities and colleges in England, and it would cover the whole student journey – from choosing what and where to study,  their student experience while studying, and in some circumstances after graduation.

Why does this matter?

These proposals will affect real, everyday student experiences, so it's important that we hear directly from you. The proposals will affect students in these ways:

• Choosing a course and provider
  Better information upfront means no surprises about costs, teaching or facilities.
• During study
  Clear rules about changes, complaints and support if things go wrong.
• If problems arise
  Stronger expectations that universities act quickly, fairly and transparently – including refunds or compensation where appropriate.
• Accountability
  Students are often making a one-off, high stakes decision. This makes it especially important that students have the information they need and universities are accountable for the information they provide.  

The main proposals

1. Universities must treat students fairly

Universities and colleges would be under a clear obligation to treat students fairly in everything connected to their course and student experience.

This includes:

• giving clear and accurate information about their course, and other services, including terms and conditions in their contracts
• delivering on commitments made
• handling complaints fairly
• planning ahead so students are protected if something changes.  

2. Fairness principles

The OfS proposes six key fairness principles. In simple terms, universities would be expected to:

• Help students understand their rights
  For example, what they’re entitled to, how complaints work, and when refunds or compensation apply.
• Deliver on commitments
  Courses, teaching hours, facilities, placements and services should match what was advertised.
• Plan ahead for problems
  Universities should identify risks early (for example, staff shortages or course changes) and act before this affects what students were led to expect.
• Advice for students through complaints and appeals
  Students should be able to get clear, timely, and independent advice if something goes wrong.
• Act honestly and in good faith
  No misleading behaviour, no taking advantage of students, and no punishing students for raising concerns.
• Provide services with care and skill
  Even if the outcome is eventually fixed (for example a refund), the process itself should be handled properly and fairly.

3. Clear information: things universities must always do

Alongside the principles, the OfS proposes that universities and colleges must always provide students with clear, accurate and comprehensive information to help them make well-informed decisions.

4. Clear ‘red lines’: things universities must never do

The OfS also proposes a list of behaviours by universities and colleges that would always be considered unfair, such as:

• misleading advertising or marketing
• unfair contract terms
• unclear refund or compensation rules
• blocking or discouraging complaints
• fake or manipulated reviews
• aggressive or pressurised recruitment practices.  

5. One clear webpage with key student information

The OfS proposes that universities and colleges are required to publish all key student documents in one easy‑to‑find place on their website.

This single page would include:

• student terms and conditions for studying at their chosen university or college
• policies on course changes
• student complaints procedures
• refund and compensation policies
• terms and conditions about accommodation and other key services
• a list of recruitment agents (where used).

The aim is that students don’t have to hunt through lots of webpages or old emails to understand their rights.