Student rebellion looms over course refunds

Universities put under pressure after being told they cannot ‘issue blanket refusals’ on tuition fees

UNIVERSITIES are coming under pressure to compensate students after a watchdog warned they cannot issue a “blanket refusal” on tuition fee refunds.

Campuses are facing a revolt from students who say they have been unable to access studios and laboratories during the lockdown – essential parts, they say, of their courses.

It came as the Government yesterday announced a review into how online and distance learning could be improved, as social distancing was due to affect courses into next year. Students are currently not eligible for any automatic compensation for courses affected by the pandemic and have been told instead to take up individual complaints with their universities.

However, the Office of the Independent Adjudicator, the highest authority for student complaints, published guidance this week saying despite the pandemic, universities still had to provide students with an experience “broadly equivalent” to what they were promised – or consider refunds.

The regulator said: “Where providers have not or decide they cannot deliver what was promised they will need to consider how to put that right. A blanket refusal to consider tuition fee refunds in any circumstances is not reasonable.”

There was growing discontent from students who paid up to £9,250 a year and complained they had less recourse to refunds than Airbnb customers. The National Union of Students (NUS) is calling for a “mass chain” of complaints from students to their universities to protest at the lack of compensation.

The union also wants the Government to refund students or set up a scheme to allow them to retake parts of their course affected by the lockdown.

Zamzam Ibrahim, the NUS president, said: “Students have racked up tens of thousands of pounds of debt to access once-in-a-lifetime university education courses. Is it unreasonable for them to want a fair response from government on something they’ve in- vested so much time and money into?

She added: “We were told students were going to be ‘empowered consumers’ but actually, when something like this happens, we feel we’ve got fewer rights than if we’d booked Airbnb.”

The union said data it had compiled showed hundreds of thousands of students were currently “paying for an education they simply aren’t getting”.

The NUS estimated 20 per cent of students were unable to access their courses as they were based in specialist facilities, laboratories and workshops.

It said its research also showed that around a third (33 per cent) of students did not believe they had been delivered a good quality of education during the pandemic.

Meanwhile, the Government yesterday announced it was launching a review into online learning to be headed by Sir Michael Barber, the outgoing chairman of the Office of Students.

The review would consider how universities and colleges could improve online teaching for the new academic year, which was also likely to be affected by social distancing measures.

The inquiry would also explore how digital learning could be used to improve university education beyond the pandemic.

Gavin Williamson, the Education Secretary, said: “As the higher education sector emerges from the pandemic, I look forward to the findings of the review into ways of enhancing the quality of online learning and driving innovation, which will be critical for the future of the sector.”

Sir Michael, who was due to complete the review before he stepped down from the regulator in March, added: “Through to the end of my tenure I look forward to working with you and colleagues to ensure the higher education sector emerges from the pandemic in the best shape possible.”

The NUS also warned that disabled students were being disproportionately affected by the pandemic as universities were unable to make the “reasonable adjustments” they required in order to study from home.

Claire Sosienski Smith, the NUS vice president, said: “We know the scale of the disruption has been so vast that we need a national sector-wide response from government for this, including funding from Westminster.

“Even if students complain to their individual institutions, how will universities afford it when the UK Government haven’t announced a single penny of additional funding to support them? Our plea to the UK Government is clear: you must offer tangible help to students who can’t access their education right now.”

£9,250

Tuition fee charged by most universities. Students want compensation for loss of courses or resources during the pandemic