Lori Meadows
Students can raise complaints against universities through various channels, such as the Office for Students, the Higher Learning Commission, or the university's internal complaints system. The number of student complaints is rising, with the ombudsman OIA receiving 3,137 complaints in 2023, the highest ever recorded. Students can complain about a range of issues, including breaches of contract, failure to meet conditions, and individual disputes. The complaint process can be long and stressful, so it is recommended to first attempt to resolve issues informally. Students can seek help from student unions, advisers, and other support systems. While some organizations cannot provide legal advice, they can make recommendations for universities to take action and offer compensation.
| Characteristics | Values |
|---|---|
| Students should first attempt to resolve the issue informally | - |
| Students should refer to the university's policy on complaints | May be outlined in a flowchart |
| Students should be clear about their complaint | - |
| Students should have evidence to support their complaint | - |
| Students can make a formal complaint or appeal about anything that breaches the terms of their contract or their rights as a student | - |
| Students can seek help from their student union, student advisers, councillors, parents, law students, etc. | - |
| Students can refer to the OIA complaints wizard to see what types of complaints it can help with | - |
| The Office for Students wants to know if a university is failing in its duties | - |
| The Office for Students can investigate problems and take action to ensure the university meets its conditions | - |
| The Higher Learning Commission (HLC) reviews complaints that indicate potential concerns regarding an institution's ability to meet HLC requirements | - |
| HLC's complaint process is intended to review matters pertaining to the institution as a whole, related to HLC requirements | - |
| The institution will generally have 30 days to respond to the complaint in writing | - |
| Students can seek assistance from certain state or federal agencies for matters involving potential unlawful discrimination, federal student loans, compliance with federal regulations, consumer complaints, and criminal matters | - |
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What You'll Learn
Student complaints procedure
When students have complaints about their university experience, there are several avenues they can pursue to seek resolution. It is important to recognise that the complaint process is not designed to resolve specific disputes between individuals or between an individual and a university. Rather, the process aims to address broader issues pertaining to the institution's compliance with regulations and standards.
Students should first refer to their university's specific policies and procedures, which are often outlined on the university's website or through student services. There may be time constraints for submitting a complaint after an incident, so students should not delay. It is advisable to understand the nature of the complaint clearly and concisely, with specific points and supporting evidence.
Before initiating a formal complaint, students are encouraged to explore informal resolution channels. They can seek guidance from student advisers, councillors, student unions, or individuals experienced with the university's complaints system. Students can also refer to the contract they signed upon registration, outlining the university's responsibilities, to identify any breaches.
If informal methods do not yield a satisfactory outcome, students can proceed with a formal complaint. They may need to fill out a complaints form and submit it to the relevant authority, such as the Higher Learning Commission (HLC) or the Office for Students (OfS). These bodies review complaints related to the institution's ability to meet specific requirements and intervene in matters such as financial aid, academic progress, and discipline. The university will typically have a designated timeframe, such as 30 days, to respond to the complaint in writing.
In some cases, external bodies like the ombudsman may be involved. However, they usually require the internal complaints procedure to be exhausted first. The ombudsman ensures an objective review of the case and can recommend redress or compensation.
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Compensation
The number of students making complaints to their universities is on the rise. In 2023, the ombudsman OIA received 3,137 complaints, the highest ever recorded, and recommended a total compensation amount of £1,218,875.
Students can seek monetary compensation from their universities, but it must be reasonable, realistic, and justifiable. They must present a convincing case with credible evidence, such as emails, photos, videos, or witness statements. Students can refer to the contract they signed when registering, which outlines the university's responsibilities, and gather evidence if the university is in breach of contract. Students can seek support from their student union, student advisors, councillors, and those experienced with the university's complaints system.
Before submitting a formal complaint, students should try to resolve the issue informally. If the complaint is about a specific dispute with the university, it can be escalated to the Office of the Independent Adjudicator for Higher Education (OIA), an independent organisation that considers student complaints. The OIA will either agree with the university or force them to review their decision. If students are still unsatisfied, they can seek legal advice from Citizens Advice or other relevant agencies.
In the US, students can file a complaint using an online form or by mail. The Higher Learning Commission (HLC) does not accept complaints via email or phone, and it does not provide whistleblower protections or handle anonymous complaints. The HLC's process is designed to review matters pertaining to the institution as a whole, rather than individual disputes. However, students must first attempt to resolve personal issues through the institution's grievance procedures before submitting a complaint to the HLC.
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Informal resolution
Next, it is a good idea to seek advice and support. Start with your student union, and contact student advisors, counsellors, or anyone else with experience with the university's complaints system. They can help you understand the process and may have valuable insights. It is also worth considering involving your parents or other students with relevant knowledge, such as law students. Online resources can also provide valuable guidance.
Once you have a clear understanding of the issue and the desired outcome, it is time to approach the university. Most universities will have a published complaints procedure, which should be followed to ensure your voice is heard. This may include a time limit for submitting your complaint after an incident, so it is important to act promptly.
If your university's policy is not easily accessible, student services should be able to provide guidance. They can direct you to the appropriate channels and ensure your complaint is directed to the relevant department or individual. It is important to follow the outlined process to increase the chances of a successful resolution.
By following these steps, students can effectively navigate the informal resolution process and hopefully reach a satisfactory outcome without the need for formal complaints or legal intervention.
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Student rights and welfare
Students have certain rights and welfare expectations that universities must uphold. If a university is failing in its duties, the relevant regulatory body should be notified. For example, in England, the Office for Students (OfS) is the regulator for higher education, and they encourage students to submit evidence of any failures so that they can investigate and take necessary action.
Students can also make individual complaints about their university. It is important to first identify the specific concern and whether it is a breach of contract or student rights. Students should refer to their university's complaints procedure, usually available online or through student services. It is recommended to first attempt an informal resolution, and if that is unsuccessful, a formal complaint can be made. Students are advised to seek help from their student union, student advisers, or anyone with experience in the university's complaints system.
Complaints can be made about a wide range of issues, including but not limited to: transcript disputes, tuition, financial aid, academic progress, grades, discipline, and employment. However, complaints about admission, academic judgement, student employment, or ongoing legal cases are generally not considered.
In the case of financial disputes, an ombudsman can be contacted after going through the internal complaints procedure. They will ensure an objective review of the case and may recommend that the university takes action or offers compensation.
Students should be aware of any time limitations for submitting complaints, which usually starts from the date of the incident.
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Higher Learning Commission requirements
The Higher Learning Commission (HLC) has a clear process for addressing complaints against colleges and universities that it accredits. The HLC encourages students, faculty, staff, members of the public, and other stakeholders to submit complaints that may indicate potential concerns regarding an institution's ability to meet HLC requirements.
The HLC's complaint process is designed to address matters pertaining to the institution as a whole, rather than intervening in specific individual disputes. The HLC aims to operate in a timely, fair, and equitable manner, recognizing the value of information provided by stakeholders and the public. The process helps institutions become aware of systemic problems and improve their practices.
If the HLC determines that a complaint requires a response from the institution regarding HLC requirements, it will reach out to the institution. The HLC will review the information provided by the institution within 30 days and decide on the appropriate course of action, which may include additional follow-up under HLC policy. The institution will generally have 30 days to respond to the complaint in writing.
The HLC cannot provide legal advice, consultation, or guidance, and complaints involving potential criminal matters should be directed to the proper law enforcement agency. Certain state or federal agencies may provide assistance with matters involving potential unlawful discrimination, federal student loans, or other specific issues.
It is important to note that the HLC's complaint process is not designed to resolve individual disputes but to review matters related to the institution's compliance with HLC requirements. The HLC directs complainants to the appropriate processes for grievances if the matter is not a substantive accreditation concern.
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Frequently asked questions
Students should first attempt to resolve the issue informally. If this is not possible, they should then consult their student contract and identify the terms that they believe their university has breached.
Students should then gather evidence to support their claims and write up their complaint following the set procedure, which can usually be found on the university's website.
The university will generally have a set time, usually 30 days, to respond to the complaint in writing. If the student is not satisfied with the university's response, they can escalate the issue to an external body, such as the Office for Students in the UK or the Higher Learning Commission in the US.
External bodies can help to ensure that the student's case is looked at objectively and will consider the university's decisions and explanations. They can recommend that the university takes action to redress the problem, including offering compensation.
External bodies generally cannot intervene in disputes regarding admission, academic judgement, student employment, or any complaint that has or is currently going through court. They can, however, review matters that pertain to the institution as a whole and help identify systemic problems.
