Record high in university course complaints

Complaints about university courses reached record levels last year – with some reporting technology issues during online exams.

TheOfficeoftheIndependent Adjudicator for Higher Education (OIA) received 2,763 complaints from students in 2021 – an increase of six per cent on 2020 levels.

The OIA said: “Some students found that they weren't getting the learning experiences that they reasonably expected and that they had been affected by the cumulative impact of the pandemic and industrial action."

The watchdog’s report also found some students had struggled with technology, "especially in online timed exams", with some finding it difficult to make the technology work at all, while for others poor typing skills had affected their performance.

The overall financial compensation awarded to students in 2021 was £1,304,379 – described as "significantly” higher than in previous years.

TheOIAsaidthiswaspartly because the impact of the pandemicmadeitdifficulttocome up with practical solutions.

The top three study areas where complaints were receivedwerebusinessandmanagement, subjects relating to medicine, and arts courses.

Independent adjudicator Felicity Mitchell said: "2021 was another year dominated by the impact of the Covid-19 pandemic. Many students experienced disruption to their lives and to their studies, and providersworkedhardtodeliver learning and support whilst balancing complex considerations and risks."

SheaddedtheOIAhadboth receivedandclosedmorecomplaints than before and she hoped the work had been helpfultostudentsanduniversities in "very challenging times".