Your Rights as a Student
When you think about uni life, you may view yourself as something more like a learner or club and society member rather than a consumer. However, the law firmly states that students are consumers, which means you have rights if you think you’re not getting what you paid for.
Under the Consumer Rights Act 2015, universities must provide the services they have promised. If they do not, you may be able to ask them to put things right. In some cases, you may also be entitled to compensation.
The Students' Union Advice Service can help you understand your rights, explore your options, and support you if you wish to make a complaint.
Consumer law and higher education
When you enrol at university, you enter into a contract with your university.
This contract includes:
- The university's Terms and Conditions
- Information on course webpages
- Information in prospectuses
- Information provided at Open Days
- Other important information given to you before you enrolled
The university should provide clear, accurate and accessible information so you can make an informed decision about your studies.
If the university does not provide the service it promised, you may have the right to ask for the issue to be put right, or in some circumstances seek compensation.
What does the law say?
The university must provide a reasonable standard of teaching and support
The university should deliver your course with reasonable care and skill. This means teaching, assessment, supervision and academic support should meet an appropriate standard.
Information about your course matters
Information you were given before enrolling may become part of your contract
This can include:
- Prospectuses
- Course webpages
- Open Day presentations
- Emails from the university
- Marketing materials
This information should be clear, accurate and not misleading.
Universities can make some changes
Your contract may allow the university to make certain changes to your course or services.
However, these terms must be fair and reasonable. The university should explain when changes may happen and how it will reduce any negative impact on students.
If the university does not provide what was promised, you may be able to ask for:
- An alternative arrangement
- Additional support or replacement provision
- Another reasonable solution
- Compensation in some circumstances
Every situation is different, and the outcome will depend on the individual facts of your case.
What can I expect from my university?
When you enrol, you agree to the university's Terms and Conditions for that academic year. These documents explain what services the university will provide, your responsibilities as a student, and when changes may be made.
You can read them here:
Student Protection Plans (SPPs)
The Office for Students (OfS) requires universities in England to have a Student Protection Plan
A Student Protection Plan explains:
- What the university would do if a course closed
- What would happen if a programme could no longer be delivered
- How the university would reduce disruption to students
- What support may be available if significant changes occur
You can read the relevant documents here:
If you are concerned about university information or contract terms
If you believe your university's Terms and Conditions are unfair, or that information about your course is unclear, inaccurate or misleading, you can notify the Office for Students.
The OfS can consider concerns about whether a university is meeting its obligations under consumer protection law, and refer them to National Trading Standards.
What if there is industrial action?
Industrial action happens when staff take action because of a workplace dispute.
- Strikes
- Working only their contracted hours ('working to contract')
- Refusing overtime
- A marking and assessment boycott
Industrial action can affect teaching, assessment, feedback and other university services.
Even during industrial action, universities still have responsibilities to students.
Some university contracts include clauses covering exceptional circumstances outside the university's control. These are sometimes called "force majeure" clauses.
However, official guidance states that universities generally cannot rely on these clauses to avoid responsibility for disruption caused by industrial action taken by their own staff.
The Office for Students has also set out expectations for how universities should protect students' interests before, during and after industrial action.
If industrial action has affected your studies and you are concerned about the impact on your education, the SU Advice Service can help you understand your options.
Advice and complaints
If you feel the university has not provided the experience or services you were promised, you can make a complaint.
The Students' Union Advice Service can:
- Explain your rights
- Help you understand university procedures
- Support you with preparing a complaint
- Discuss possible next steps
Contact the Advice service:
If you are not satisfied with the university's response
Useful links
Need advice?
If you are unsure whether your consumer rights have been affected, contact the Students' Union Advice Service. We can help you understand your options and decide on the next steps that are right for you.
Book an appointment