University student complaints reach record highs in 2021


Complaints about university courses were at the highest level on record last year, with some reporting technological glitches during online exams. The Office of the Independent Higher Education Adjudicator (OIA) received 2,763 student complaints in 2021, a 6% increase over 2020 levels.

In a new report, the OIA said that “some students found that they were not getting the learning experiences they reasonably expected” and that they were affected by “the cumulative impact of the pandemic and industrial action”. It also found that some students had struggled with technology, “particularly in online timed exams”, with some struggling to operate the technology, while for others poor typing skills had affected their performance.

The overall financial compensation awarded to students in 2021 was £1,304,379, “significantly higher than in previous years”. The OIA said this was partly because the impact of the pandemic made it difficult to find practical solutions to complaints.

The highest single amount of financial compensation was just over £68,000, while 63 students received compensation of over £5,000. The proportion of complaints related in part to the pandemic has increased since 2020, representing 37% of complaints received, compared to 12% in 2020.

At English and Welsh universities, 45% of complaints in 2021 were about ‘service issues’ such as teaching or course delivery, while 29% were about academic appeals, down slightly from 33% in 2020 In total, 27% of complaints were considered “justified”.

Access to university labs has been limited at times in 2021 due to Covid restrictions

In one case, second-year students of a Masters in Practical Arts complained about their program and the way it was advertised because their practical modules were put on hold during the pandemic. The OIA recommended that students be reimbursed 50% of course fees and offered an additional £6,250 for the inconvenience they had suffered.

In another case, a student who was seriously injured during his studies was not informed by his university about the allowance for disabled students. They were not fully supported throughout their studies, earning a grade of 2.2 for their degree.

They argued that they would have achieved a 2.1 with DSA support, as they were close to the 2.1 boundary. The OIA called on the university to reconsider its degree class, and they eventually got a 2.1. The top three areas of study where complaints were received were business and management, medical-related subjects, and arts courses.

Higher and Further Education Minister Michelle Donelan has welcomed the level of compensation that has been paid to students for complaints they filed in 2021
Higher and Further Education Minister Michelle Donelan has welcomed the level of compensation that has been paid to students for complaints they filed in 2021

The OIA said this was due to the high number of business and management students across England and Wales, while those studying creative and more practical subjects had seen their courses particularly affected by the pandemic. Students “also complained about lack of access to labs, canceled or changed projects, internships and study abroad opportunities.”

Doctoral and postgraduate students were over-represented in complaints, with 45% of complaints coming from these students despite making up 27% of the English and Welsh student population. The OIA said this could be due to the “substantial personal and financial investment” postgraduate students make in their courses, which leads to increased pressure on them to succeed.

Independent arbitrator Felicity Mitchell said: “2021 has been another year dominated by the impact of the Covid-19 pandemic. Many students have experienced disruptions in their lives and studies, and providers have worked hard to provide learning and support while balancing complex considerations and risks. »

She added that the OIA had both received and closed more complaints than before and that she hoped the work had been helpful to students and universities in “very difficult times”. Higher and Further Education Minister Michelle Donelan said: “I have been very clear that students deserve quality, transparency and value.

“When students believe they are not receiving the high quality experience they expected, they have every right to file a complaint with the Office of the Independent Adjudicator if they are unhappy with the response from Their University Students deserve fair treatment and it is good to see this process working with compensation payments rising to over £1.3million and more complaints confirmed than ever before.

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