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Service issues including consumer rights - CS092403

An undergraduate student complained to their provider about several aspects of their course and said they hadn’t received the experience described in the provider’s prospectus. The provider did not uphold the student’s complaint, but it offered them £250 as compensation for delays in its handling of the complaint.

Student transfer - CS122405

At the start of their second term a student learned via the provider’s website that the campus they were studying at would be closing that summer and courses would be transferred to the provider’s city centre campus for the next academic year. The new campus did not offer free on-site parking and the student asked the provider whether there would be any financial support available to help students with commuting costs. The student decided to withdraw from the provider when they didn’t receive a response to their enquiries because they wouldn’t be able to afford the city centre parking costs for their second year and the stress of the situation was impacting their wellbeing.

Student transfer - CS122408

A disabled student was studying a foundation year at provider A. Provider A had a partnership with provider B that allowed students studying the foundation year to apply to transfer directly into a degree programme offered by provider B. The student’s agreed reasonable adjustments weren’t properly put in place for their second semester exams, so the student was offered the opportunity to re-sit the exams as a first attempt during the summer re-sit period.

Harassment and sexual misconduct - CS022502

This case summary describes a student’s complaint about how their provider responded to their report of sexual misconduct by a member of staff. It contains a brief description of the sexual misconduct.

Briefing note on course, campus or provider closure

Briefing note on course, campus or provider closure

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Supporting students with complaints arising from industrial action

This note sets out some practical tips for student representative bodies (SRBs) to consider when supporting students with complaints arising from industrial action.

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Industrial action - FAQ for Students

Information and FAQs for students who have been affected by industrial action.

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Handling complaints arising from significant disruption

Some suggestions about things to consider when handling students’ concerns around significant disruption, for example from the pandemic or industrial action.

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Casework note: Complaints relating to placements

In this casework note we draw out some good practice learning points informed by the general issues we see around placements across our casework and outreach work.

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Glossary

This glossary contains brief explanations of a number of terms used regularly by the OIA.

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