Case Summaries
Back to Case SummariesAccommodation - CS112604
Case summary November 2026 | Not Eligible
A student complained that the provider had refused to apply an advertised accommodation discount linked to achieving 136 or more UCAS tariff points. The student said they had achieved 160 points and believed they met the published criteria. The Provider disagreed and explained that, based on the qualifications the student had achieved, they were not eligible.
The student was eventually told by the admissions team that the providers decision was final and the student was advised that they could bring a complaint to the OIA. The student understood this to mean that the provider had completed its internal process and asked for a Completion of Procedures letter.
The student complained to the OIA, and we asked the provider about the complaint. In response, the provider told us the matter had not been dealt with as a formal complaint and that the email referring the student to the OIA was not a Completion of Procedures letter. It acknowledged the student should have been directed to submit a formal complaint but this had not happened. It confirmed the student could take now this forward at the provider if they wanted to. It also confirmed it had spoken with the admissions team about complaints processes and issuing Completion of Procedures’ letters, and how to progress complaints internally.
We decided not to accept the complaint for review (we recorded it as “Not Eligible”) because there was still an opportunity for the student to achieve a resolution through the provider’s own procedures. The student made a complaint to the provider. The student can complain to us again if they are dissatisfied when that process is complete.