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Industrial action - CS051903

A student was in the final year of an undergraduate degree course at the time of the industrial action. They complained to the provider that lectures and tutorial support were withdrawn by the teaching staff over several weeks. They requested a partial refund of tuition fees.

The provider did not uphold the student’s complaint. It said that the student couldn’t show that they had suffered a direct loss because of the missed teaching, or that it had affected their ability to achieve the intended learning outcomes.

The student complained to us. We asked the provider for more information about what it had done to make up for the learning opportunities that the student had missed.

The provider sent us additional information about the steps it had taken. It said that around 13% of the total teaching sessions were not delivered or replaced. In recognition of this, the provider offered to pay the student £300 to settle their complaint. The provider observed that the tuition fee also covers costs associated with the provision and maintenance of buildings, IT and library facilities, wellbeing and other student support and administration.

The student accepted the provider’s offer and we recorded the complaint as Settled.