Source · Select Committees · Petitions Committee
Recommendation 4
4
Acknowledged
Paragraph: 24
While it appears that to date relatively few students have raised formal complaints with their...
Recommendation
While it appears that to date relatively few students have raised formal complaints with their universities or taken individual action to seek a refund of their tuition fees, many students are not happy with how university courses are being delivered. It is essential that all students are made aware of their rights, and how to raise a 20 The impact of Covid-19 on university students complaint and seek a refund if they are not satisfied with the education they are receiving. The Government should work with universities and the Office for Students to ensure that all students are advised of their consumer rights and are given clear guidance on how to avail themselves of these if they feel their university has failed to provide an adequate standard of education. This should include details of how to access any new system which is developed in response to our previous recommendation.
Government Response Summary
The government agrees students should be aware of their rights and is working with stakeholders (UUK, NUS, OfS, CMA, OIA) to explore how existing communication channels can improve students' understanding of their consumer rights, noting universities are already required to make students aware of the OIA scheme.
Paragraph Reference:
24
Government Response
Acknowledged
HM Government
Acknowledged
The Government is working closely with Universities UK (UUK) and the National Union of Students (NUS) to understand the numbers of students who are making formal complaints to their providers about their educational experience during the summer term. Minister Donelan has met with NUS regularly since the start of the pandemic to ensure that the Government is able to respond to concerns raised by students and learn from their experience to improve future arrangements. they are not satisfied. The Government is working closely with external stakeholders including UUK, NUS, OfS, CMA and OIA to explore existing communications channels and how these could be used to improve students’ understanding of their consumer rights. The Government is committed to ensuring that our higher education system is consistently providing high quality academic experiences for students. More must be done to ensure that students know their rights and can play an active part in holding their provider to account, to ensure that they are receiving the value for money which should be expected of our world-leading universities. All universities and other higher education providers registered with the OfS are already required by a registration condition to co-operate with the requirements of the student complaints scheme run by the OIA, including the subscription requirements, and to make students aware of their ability to use the scheme.