The Office for Students (OfS) is consulting on a new
approach to consumer and student protection that
would help ensure students get the value for money and
higher education experience promised to them by their
institutions.
The proposals include a new ongoing condition of
registration (C6) that would
require every registered university
or college to treat its students fairly in
relation to its higher education provision and the
services that support it.
The condition would also require institutions to publish a set of
documents on their websites that
explain their student protection arrangements,
including student contracts, policies related to course
changes, information on complaints, refunds, and compensation,
and information about agents that work on behalf of an
institution. These documents would need to
be clear and accessible to students.
The proposals have been informed by recent polling
conducted by Public First on behalf of the OfS, which
found only half (50 per cent) of students said that they
understood and could describe their rights and entitlement.
The consultation will close on 9 July 2026, and
the OfS is expecting to publish its final decisions in
autumn 2026.
Jean Arnold, OfS Interim Director of Quality and
Access, said:
‘Higher education has the power to transform the lives of
students, and they make a major investment of time and
money to reap the benefits it can bring.
‘Like anyone buying goods or services from a
business, students are protected by consumer law,
and it's essential that they can rely on clear
information about what their courses will offer, and that the
education they receive aligns with those commitments. These
protections aren't just for lectures and
exams; they also apply to the other
services that make up a rich and rewarding higher education
environment, such as libraries and accommodation.
‘While most students will have a positive higher
education experience, our research shows that many feel
that their institutions are not delivering what was
promised. Today's proposals would help us meet our
ambition for every student to get the
good outcomes, fair treatment, and value for money they
deserve.
‘Many universities and colleges are already providing clear,
honest information about fees, modules,
teaching staff and programme structure and are working
hard to continuously drive improvements in the quality
of education. At a time of national conversation
about the cost of higher education, we think these new
requirements could help ensure every institution
lives up to our sector's excellent reputation.
‘We've developed these proposals in collaboration with
students and the sector, and we want to know if they think we
have got it right. We're keen to hear from anyone with
an interest in consumer and student protection, and in
particular, students, staff, and leaders of institutions of all
types and sizes.'
ENDS
Notes
- The Office for Students is the independent regulator for
higher education in England. Our strategy for 2025 to
2030 seeks to ensure that students from all
backgrounds benefit from high quality higher education,
delivered by a diverse, sustainable sector that continues to
improve.
