What to do if something has gone wrong

It is best to make a complaint at the place where the problem started. This gives the organisation a chance to put things right if at all possible. It also allows students to take the matter further with other organisations if appropriate.

Universities and colleges should have an internal complaints procedure for students that sets out concerns in a set format. The complaints procedure is likely to be available on the institution’s web-site. If not, the institution will supply it on request.

The students’ union may also be able to help with a complaint. If students don’t know how to contact their union, the National Union of Students will be able to help and also offer some general advice:

tel 0207 380 6600
e-mail nusuk@nus.org.uk.

If that hasn’t solved the problem, then the following organisations might be able to help.

Complaints about a specific incident or issue

If the internal complaints procedure does not resolve a student complaint, or a student isn’t satisfied with the outcome, the Office of the Independent Adjudicator for Higher Education (OIA) might be able to help.

The OIA is an independent organisation which has been set up to consider student complaints and its service is free.

But be aware that the OIA cannot help with some issues. Try their complaints wizard to see if their service is relevant.

An example complaint to the OIA

The relationship between a student and their main PhD supervisor has broken down. The institution has considered this through its own complaints procedures and issued a ‘Completion of Procedures Letter’. But matters are still not resolved to the student’s satisfaction. The student has the right to contact the OIA.

Complaints about standards and quality in higher education

The Quality Assurance Agency (QAA) can investigate concerns about academic standards and quality where they think those concerns indicate serious systemic or procedural problems. The expectations that a university, college or other higher education provider are required to meet are set out in the Quality Code.

This means it will examine complaints that concern policies and practices rather than individual grievances or where isolated incidents have occurred.

The QAA runs a ‘Concerns Scheme’, which is a free service.

An example complaint to the QAA

PhD students in a department or institution consider that the university is not following the regulations for progression through a PhD. In this case the QAA might be the place to take the complaint as this concerns an issue relating to standards or quality at the institution.

When should I contact HEFCE?

People often contact us about things we are unable to help with. We can only investigate matters which involve the misuse of public funds where:

HEFCE is the lead funder
there is non-compliance with charity laws by exempt HEIs.

We cannot arbitrate on other matters. This includes, for example, employment disputes or issues loosely connected with governance in its broadest sense.

This means that it is unlikely that we will be able to help with individual student complaints. But we’ll do our best to advise students where to go with their concerns. Our help desk number is: 0117 931 7438.

More about complaints that we can consider

Not sure where to take a complaint?

Different organisations can help in different ways. So if unsure where to take a complaint, then please give us a call and we’ll do our best to advise.

Our Help desk number is 0117 931 7438.

Page last updated 31 July 2012