A record number of complaints were made by university students in England and Wales last year (2022). This is an all-time high, however, complaints about the delivery of teaching fell.
The Office of Independent Adjudicator found a 3 per cent increase in university students’ complaints in 2022 compared to the previous year. This concerned students in England and Wales, as they “struggled to cope” due to mental illness and the cost of living crisis.
New Record In University Students’ Complaints
The OIA found there were 2850 complaints in 2022, up 3 per cent from the year before. The higher education watchdog only takes on students’ cases after they have been through their university’s systems. They must not have reached a conclusion or been settled.
This meant that over £1 million was spent on compensation for students where claims were partly or fully justified. Of all complaints received, 25 per cent were awarded in favour of the student.
The biggest jump in complaints came from academic appeals concerning marks and grades. At 29 per cent of cases in the year before, this raised to 38 per cent in 2022. However, cases of teaching and course delivery were actually lower by 7 per cent, falling from 45. It is believed that this is largely due to the waning effects of the pandemic. During those years, many universities had no detriment policies and more in place.
Though complaints are already up, this does not include a group complaint of over 400 students. Their case was about a single provider during covid and was found to be partly justified. This did not form any of the data from 2022, but financial compensation of £640,00 was awarded.
Concern That Students Cannot Cope
The rise in university students’ complaints in England and Wales highlights a concern that more and more are struggling to cope with the current economic climate.
A year defined by the cost of living crisis and the beginnings of staff strikes, much of their education was disrupted.
Where there are worries about money for students, there are worries about mental health too.
The vice president of the National Union of Students said the following about the situation:
“Students are at breaking point, with the cost of living crisis and spiralling rents pushing many over the edge. It is no surprise the OIA has received a record number of complaints.”
However, there is also pressure on universities to provide for students when the funding just isn’t there. Felicity Mitchell, one of the independent adjudicators, agreed with this,” at the same time the pressures on providers make it more difficult for them to support students effectively.”
In response to the concerns and the rise in complaints, a spokesperson for the Department of Education could only praise the OIA:
“Whilst complaints have increased, it is good to see that the OIA is working to resolve these issues, ensuring that more complaints were closed than ever before in the last year.”