Case Summaries

Students were given information about the different options available to them if they hadn’t completed their studies by the time the partnership between provider A and B came to an end, which included the option to transfer to delivery provider C. The student decided to transfer to provider C to complete their studies.

After the transfer the student submitted a request for additional consideration and asked to be allowed a fresh attempt at the dissertation module. Provider A had previously implemented a payment plan which allowed the student to pay their fees by instalment and the terms of the transfer meant that the payment plan was carried over to provider C. The student had missed several instalments. Provider C upheld the student’s request for additional consideration but said they wouldn’t be able to enrol for their new attempt at the module until they had settled their tuition fee debt. The student complained to provider C about this decision. Provider C didn’t uphold the student’s complaint and the student escalated it provider B. Provider B also decided not to uphold the student’s complaint.

The student was unhappy with provider B’s final decision and complained to us because they didn’t think it had properly taken their circumstances into account. We didn’t uphold the student’s complaint (we decided it was Not Justified).

We were satisfied that the terms and conditions accepted by the student when they transferred to provider C were clear that the requirement to pay fees was unaffected by the transfer and that students could not progress to their next module or commence a resit until any outstanding tuition fees had been paid. Provider B had considered the student’s personal circumstances. It also took into account the student’s payment history. We were sympathetic to the student’s financial difficulties, but concluded that provider B had reached a reasonable decision taking into account all the student’s circumstances.