In 2014, the Office of the Independent Adjudicator (OIA) reviewed and closed 2,175 complaints from higher education students at a cost of £400,000. According to the OIA, approximately 15% of those cases related to service issues covering complaints made by students relating to the course or facilities of their University failing to meet their expectations, compared to what was agreed on enrolment.
Which? has carried out an investigation into this “expectation vs reality” issue with University courses and raised a number of questions as to the fairness of some terms and conditions which many Universities are incorporating into contracts with students.
These findings may have a significant impact for Universities beyond their customer (or student) satisfaction levels, and in particular may have implications relating to this issue around the upcoming Consumer Rights Act 2015.