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Complaints and appeals

Sometimes mistakes do happen or our service does not meet your expectations. On the occasions when things do go wrong we encourage you to contact us via our website at Resolving your concerns, complaints and appeals so that we can try to put things right. That site explains the complaints and appeals process and will help you to decide the best action to take.

Alternatively, the documents below set out our formal framework for querying and appealing University decisions and for submitting a formal complaint against services provided by the University.

Procedure for appeals relating to TMA and eTMA scores

This document explains how students can query the score for a TMA or eTMA.

Procedure for appeals relating to TMA and eTMA scores (Welsh)

Mae’r ddogfen hon yn egluro sut allwch herio sgor aseiniad wedi ei Farcio gan Diwtor/Aseiniad wedi'i Farcio'n Electronig gan Diwtor.

Procedure for Complaints about The OU Students Association (OUSA)

This complaints procedure is designed to comply with the provisions of the Education Act, 1994: Part II, Student Unions, clause 22(m) and (n). It is solely intended for any Open University student or group of such students who:

i) are dissatisfied in their dealings with the Open University Students Association; or

ii) claim to be unfairly disadvantaged by reason of their having exercised the right not to be a member of the Open University Students Association

Queries and appeals procedure

The Open University often has to make decisions that affect students personally, perhaps to do with an application for exceptional examination arrangements, a request for a fee refund, a credit transfer claim or an award of a module result. If a student thinks that their case has not been properly considered or that a decision is unfair, they have the right to query and then to appeal against it.

This document explains the general procedure for querying and appealing against University decisions. Some kinds of appeal have separate procedures.

Queries and appeals procedure – Welsh version

Yn aml bydd rhaid i'r Brifysgol Agored wneud penderfyniadau sy'n cael effaith arnoch chi'n bersonol, efallai penderfyniad ynghylch cais am drefniadau arholi eithriadol, cais am ad-daliad ffi, hawliad trosglwyddo credyd neu ddyfarnu canlyniad cwrs. Os ydych o'r farn nad yw ystyriaeth briodol wedi'i rhoi i'ch achos neu fod penderfyniad yn annheg, mae gennych yr hawl i herio'r penderfyniad ac yna apelio yn ei erbyn.

Student Complaint Procedure

We define a complaint as ‘an expression of dissatisfaction concerning the provision of a programme of study or related academic or administrative service, when the complainant has drawn his or her concern to the attention of the University and is not satisfied with the response’.

Student Complaint Procedure (Welsh)

Ein diffiniad o gŵyn yw 'mynegiant o anfodlonrwydd o ran rhaglen astudio neu wasanaeth academaidd neu weinyddol cysylltiedig a ddarperir, pan fydd yr achwynydd wedi tynnu sylw'r Brifysgol at ei bryder ef/at ei phryder hi, ac nad yw'n fodlon ar yr ymateb'.