How to raise concerns about colleges, training providers, higher education, qualifications, disability support, fees and data
Adult learners should normally start with the education or training provider and use its published complaint procedure. The correct external route depends on the provider, course, funding and type of issue.
Before Making a Formal Complaint
Write down
- What happened
- Important dates
- Who was involved
- What you were told
- What outcome you want
Gather
- Emails and letters
- Course information
- Fees and terms
- Assessment records
- Support plans
- Receipts and funding decisions
General Complaint Route
1. Raise it informally
Contact the tutor, course leader, student support team or appropriate manager.
2. Use the formal procedure
Ask for the provider's published complaints process and follow each stage.
3. Escalate correctly
Once the internal route is complete, check which external body can consider the issue.
Further Education & Apprenticeship Training — England
For qualifying complaints about further education colleges and certain learning organisations, GOV.UK says you should first follow the organisation's complaints procedure. If you remain unhappy with how the complaint was handled, the Department for Education may consider eligible complaints.
Higher Education
University and higher-education complaints should normally go through the provider's internal complaints or academic-appeal process first. Eligible unresolved complaints in England and Wales can then potentially be taken to the Office of the Independent Adjudicator for Higher Education.
If the Problem Is Different
Qualification or exam
Ask whether the issue is a provider complaint, an assessment appeal or an awarding-organisation matter. Different procedures can apply.
Discrimination
If disability or another protected characteristic is involved, seek equality advice and keep evidence of adjustments requested and responses received.
Personal data
For concerns about personal information, first contact the organisation and consider ICO guidance if unresolved.
Paid Courses & Consumer Issues
If you paid privately for a course, keep the advert, contract, terms, invoice, payment record and written statements about the service. Consumer-law questions can be different from education-quality complaints.
Useful RFTUK Pages
Right First Time UK Information Notice
Right First Time UK provides general public information, awareness resources and signposting. We are not a college, university, training provider, government body, student finance provider, law firm or regulated legal advice service.
Funding, eligibility, qualifications and complaint routes can change and differ across the UK. Check current information with the relevant provider or official body before making educational or financial decisions.