The School is committed to upholding consumer protection standards by ensuring accuracy in publicised information and providing clear, fair terms and conditions. Adhering to the Consumer Protection from Unfair Trading Regulations 2008 and the Consumer Contracts Regulations 2013, we guarantee value for money through sector-leading employability outcomes and transparent policies, including a student protection plan and guidance on the Office of the Independent Adjudicator.
This Policy has been developed in line with the applicable laws, regulations, regulatory advice, and sector best practices, including the following:
The School ensures that all material academic information related to learning and teaching, as well as non-academic information like regulations and policies, is available on its website. The Marketing Team uses various channels, including prospectuses, websites, social media, and open days, to disseminate this information. Contact points for further assistance are provided. The Director of Marketing verifies that the information is clear, written in plain language, and unambiguous, and that accessibility and other requirements are met.
This rule ensures that applicants and others have access to accurate and comprehensive information, enabling informed decision-making. It promotes transparency and helps the School meet accessibility standards, while diverse marketing channels and clear communication enhance the effectiveness of information dissemination.
Under the Accuracy of Information Policy (AOIP), the Marketing Team ensures accurate publishing. Our website is integrated with the Academic Governance System (AGS), ensuring that information on undergraduate and postgraduate programmes and modules, as well as other information, can be easily updated.
The Accuracy of Information Policy (AOIP) supports this by requiring:
The Marketing Team reports to the Director of Marketing , who ensures all requirements are met.
The School includes comprehensive pre-contract information in offer letters to undergraduate and postgraduate students. This information covers:
Acceptance of the offer formalises the contract between the School and the student.
Providing detailed pre-contract information ensures that applicants understand the programme specifics, financial commitments, and acceptance procedures, forming a clear basis for the contract.
The offer letter includes:
Contract terms are clear and fair, including cancellation information. Home students who accept an offer away from School premises have a 14-day cancellation period from formal acceptance. This period applies even if the student has enrolled and started their programme, with a full refund available.
Upon acceptance, students receive an individual copy of the contract and summary, identical to what was available before acceptance.
Providing accessible and transparent contract information and clear cancellation terms ensures that applicants understand their rights and obligations, supporting informed decisions and protecting consumer rights.
The Admissions Team receives training on handling complaints, using current and accurate information, and promptly notifying applicants and students of any changes. They report to the Director of Education, who oversees compliance with consumer protection requirements.
Training ensures that the Admissions Team manages complaints effectively and uses accurate information, while timely notifications and oversight by the Director of Education ensure compliance with consumer protection standards.
All regulations and policies at the School are designed to ensure students receive a high-quality academic experience and value for money, as outlined in their contract. Students can review all regulations, including the Complaints and Appeals Policy, on the website before accepting an offer. Changes to regulations require approval from the Board of Governors, while the Executive Board, in consultation with relevant bodies such as the Academic Board, is responsible for policies.
This ensures transparency and adherence to high standards in academic and policy matters, with a clear process for approval and updates involving key governance bodies.
The School has a student protection plan, submitted to the Office of Students (OfS), which safeguards students' ability to complete their education in case of severe disruptions, such as the cessation of operations or loss of degree awarding powers. The Board of Governors and Executive Committee oversee the plan, supported by tools like the risk register, audit function, and reporting mechanisms.
This ensures students are protected from significant disruptions and reassures them that measures are in place to maintain their education, while robust oversight and monitoring mechanisms are used to manage and mitigate potential risks effectively.
Applicants, students, and others can contact the Executive Committee or any Director for consumer protection inquiries. Directors will either address the questions or forward them to the relevant body. The School aims to provide an initial response within 10 working days. The Complaints and Appeals Policy is also available for use.
This ensures that all consumer protection queries are promptly addressed, either directly or through the appropriate channels, and that the response time is clearly defined, maintaining transparency and efficiency in handling concerns.
The School acknowledges that issues may arise and has established policies to address them fairly. The Student Complaints and Academic Appeals Policy, available on the School’s website, ensures that the complaints process is transparent, accessible, clear, and fair. The Student Wellbeing Team manages complaints, with the Director of Operations overseeing the process under the Directorial Accountability model (Please see Governance Statement).
This ensures that any issues students or applicants encounter are handled fairly and transparently, with a clear process for resolution and oversight by a responsible director of the Executive Committee.
The Executive Committee will regularly review updates to consumer protection requirements. Relevant Directors will plan and implement necessary changes, which will be reported to the Board of Governors. The Marketing Team will communicate these updates to staff, students, and partners through the AGS, internal emails, and the website, using a versioning system for clarity.
This approach ensures the School remains compliant with evolving consumer protection regulations and that all stakeholders are promptly informed of any changes.
The following metrics will be measured and regularly reviewed as performance indicators for the School to ensure the effectiveness of this policy and associated operations.