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Consumer rights and universities: findings of the Universities UK self-assessment exercise

A central feature of higher education is the collaborative relationship between university and student. 

This relationship enables and challenges students to achieve their learning goals in a supportive academic environment, and is multi-faceted, encompassing teaching, pastoral care and delivery of services such as accommodation.

Underpinning this relationship are the requirements of consumer protection law, which place a duty on universities to ensure that students who invest time and money in their education are treated fairly. In 2015 the Competition and Markets Authority emphasised the need for the sector to provide:

              • ​​​​upfront, clear, transparent and accurate information that allows students to make informed choices about where to study

              • ​​​​fair and balanced terms and conditions that provide a clear contractual relationship between a student and their university

              • ​​​​​robust, accessible and clear complaint handling processes that allow studentsto hold universities to account

This report summarises the findings of a Universities UK self-assessment exercise, designed to help universities evaluate their approach. It finds that UK universities have been proactive in reviewing their practices and are increasingly confident that they comply with the letter and spirit of the law, and are committed to building on this progress.


 


 

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