Higher education (HE) providers are autonomous institutions. Responsibility for handling student complaints, in the first instance, is a matter for the relevant HE provider.
In addition, HE providers have responsibilities under consumer law, and the obligation for meeting these lies with the individual HE providers. The Competition and Markets Authority has produced guidance for providers on how they can meet their responsibilities under consumer law. This includes ensuring students are provided with clear and transparent terms and conditions and providers have accessible, clear and fair complaints procedures.