Student Policies and Regulations

Complaints and Appeals Procedure

The Student Complaints and Appeals Procedures enable you to bring matters of concern to the attention of The Open University.

These matters of concern could be about any aspect of your time as a student or decisions relating to your learning. The procedures provide mechanisms through which those concerns may be resolved.

The Complaints and Appeals Procedures applies to all enquirers, applicants and students of The Open University including undergraduate taught students, postgraduate taught students, postgraduate research students, Apprenticeship Learners, Microcredential Learners and Vocational Qualification Learners. The procedures also apply to formerly registered students and alumni who have studied with The Open University in the past 5 years.

The procedures comprise of an informal, a formal and a review stage. Our aim is to resolve most problems and difficulties as quickly and easily as possible at the informal stage. There are time limits by which you must raise a complaint or appeal and by which you must escalate to the next stage if you remain dissatisfied. It is therefore important that you raise any concerns you may have as soon as possible. If you need help with your complaint or appeal at any stage of the process, you can contact the OU Students Association Advice Team. The OU Students Association Advice Team can offer support, advice and guidance through the Individual Representation service.

If you require this document in an alternative format, please contact the Student Casework Office.