Terrible University Course

FrankR

Hello,
I'll try to be brief.
My son started a University course last year at what we thought was a good university (it is very high in the rankings).
However, the department that teaches this course has made lots of mistakes all throughout the year - they lost his exam scripts and official marks were awarded incorrectly (whether it was done deliberately to get back at my son, or someone's idea of having a laugh, I don't know) - but it seems strange that it happened 3 times. If it happened 3 times to my Son, I wonder how many students it has happened too (and sadly they don't know). Once I can understand, but 3 times seems gross negligence to me. My son only found out their mistakes when he went through and added up his marks himself, months after they had gone through the exam board and released officially! All this happened over months, around 5 months, which affected his mind set to study. On top of this, the teaching has been atrocious - staff missing teaching sessions etc. The atmosphere is toxic and unfriendly. I know universities are ripping off students with £9,000 tuition (I told him just to grit his teeth and bare through it. He scores very high marks too, but he said all these mistakes affected his mindset throughout the year, which lowered his grade). His course really isn't value for money. Can he complain?

Le_Kirk

Of course he can complain, probably start with his tutor, then escalate until he gets some satisfaction. What does he want, i.e. refund or a properly taught course with tutors/lecturers turning up on time or at all.

When complaining he should spend a bit of time to gather the facts and relate them to the SLA (Service Level Agreement) that the Uni agreed to deliver. Don't just go in and say "I'm not happy, this is a %^$& university, I got marked down." Instead something like "out of X lecture days, you have delivered Y, the tutor/lecturer was late/failed to turn up on Z occasions. My exam marks are inaccurate and here is my evidence.

Toxicity levels and unfriendliness are subjective and, unless he has evidence he is unlikely to get anywhere with that.

If no success with the tutor ask for a copy of the complaints procedure and follow it to the letter and the bitter end.

FrankR

Le_Kirk wrote: »

Of course he can complain, probably start with his tutor, then escalate until he gets some satisfaction. What does he want, i.e. refund or a properly taught course with tutors/lecturers turning up on time or at all.

When complaining he should spend a bit of time to gather the facts and relate them to the SLA (Service Level Agreement) that the Uni agreed to deliver. Don't just go in and say "I'm not happy, this is a %^$& university, I got marked down." Instead something like "out of X lecture days, you have delivered Y, the tutor/lecturer was late/failed to turn up on Z occasions. My exam marks are inaccurate and here is my evidence.

Toxicity levels and unfriendliness are subjective and, unless he has evidence he is unlikely to get anywhere with that.

If no success with the tutor ask for a copy of the complaints procedure and follow it to the letter and the bitter end.

Hi,

He's in two minds whether to complain.

He would like to complain to get some monetary compensation.
However, he would have to submit the complaint to his head of department and he doesn't want to become 'hated' by his tutor and staff because this may make them down grade his future work - do you think they would do this to get back at him?

If he was at the end of his course, then he would complain.
But he's still got 2 more years left and wants to have a good rapport with them.

But he is collecting evidence of the mistakes as they happen, so if they make further mistakes, can he complain at the end of his course and get compensation?

It's difficult to know what to do, it's a sensitive area.

Le_Kirk

FrankR wrote: »

he doesn't want to become 'hated' by his tutor and staff because this may make them down grade his future work - do you think they would do this to get back at him?

They shouldn't, they should remain professional. It might be worth an informal chat with the head of dept. Two years is a long time to be at a sub-standard place of learning, especially when it might affect his future employment opportunities.

neilmcl

FrankR wrote: »

Hi,

He's in two minds whether to complain.

He would like to complain to get some monetary compensation.
However, he would have to submit the complaint to his head of department and he doesn't want to become 'hated' by his tutor and staff because this may make them down grade his future work - do you think they would do this to get back at him?

If he was at the end of his course, then he would complain.
But he's still got 2 more years left and wants to have a good rapport with them.

But he is collecting evidence of the mistakes as they happen, so if they make further mistakes, can he complain at the end of his course and get compensation?

It's difficult to know what to do, it's a sensitive area.

I think this says it all. I'm out.

jackboy1

FrankR wrote: »

Hello,
I'll try to be brief.
My son started a University course last year at what we thought was a good universit:beer::beer:

:beer:

y (it is very high in the rankings).
However, the department that teaches this course has made lots of mistakes all throughout the year - they lost his exam scripts and official marks were awarded incorrectly (whether it was done deliberately to get back at my son, or someone's idea of having a laugh, I don't know) - but it seems strange that it happened 3 times. If it happened 3 times to my Son, I wonder how many students it has happened too (and sadly they don't know). Once I can understand, but 3 times seems gross negligence to me. My son only found out their mistakes when he went through and added up his marks himself, months after they had gone through the exam board and released officially! All this happened over months, around 5 months, which affected his mind set to study. On top of this, the teaching has been atrocious - staff missing teaching sessions etc. The atmosphere is toxic and unfriendly. I know universities are ripping off students with £9,000 tuition (I told him just to grit his teeth and bare through it. He scores very high marks too, but he said all these mistakes affected his mindset throughout the year, which lowered his grade). His course really isn't value for money. Can he complain?

Can I ask how you know universities are ripping off students? I work at one and take exception to this!

And your son is an adult and should be dealing with this himself.

We very often find that parents are not told the full story by their son or daughter, with regards to how they are progressing.

coffeehound

The university will have its own formal complaints procedure. It'll be set out on the website. Also the NUS might be able to advise. Going outside those routes there is at least one solicitor specialising in higher education complaints.

I made the mistake of heavily criticising a particular course on an industry forum once and was treated with contempt by the course team after that, to the extent that my marks went down considerably. Tread warily.

warby68

What would the point of 'monetary compensation' be?

Surely its the proper education he wants?

Or perhaps not, as you seem to be asking about sticking the sub-standard stuff out for 3 years, collecting evidence and hoping for a windfall at the end?

That's the strangest possible advice I can think of. How do put a value on the potentially wasted 3 years?

Surely its about fixing the problems or getting out before its too late.

Emily_Joy

FrankR wrote: »

However, the department that teaches this course has made lots of mistakes all throughout the year - they lost his exam scripts and official marks were awarded incorrectly.

This could have been due to strikes and staff shortage.

FrankR wrote: »

My son only found out their mistakes when he went through and added up his marks himself, months after they had gone through the exam board and released officially!

Why did he not check them immediately?

FrankR wrote: »

On top of this, the teaching has been atrocious - staff missing teaching sessions etc.

Most likely due to strikes.

FrankR wrote: »

Can he complain?

He can complain. Neither via his tutor nor the head of department. He has to follow the official complain procedure on the university website.

neilmcl

coffeehound wrote: »

The university will have its own formal complaints procedure. It'll be set out on the website. Also the NUS might be able to advise. Going outside those routes there is at least one solicitor specialising in higher education complaints.

I made the mistake of heavily criticising a particular course on an industry forum once and was treated with contempt by the course team after that, to the extent that my marks went down considerably. Tread warily.

Yeah, cause it's never the student's fault

jackboy1

No, it's never the student's fault if they underachieve, don't attend or hand in work when it's due, without submitting for exceptional factors. It's always the academics or admin fault (or the cleaner, bus driver or anyone else they may encouter!)