Compensation and refund policy

Transcription

1 Compensation and refund policy The University operates a complaints procedure that utilises best practice as outlined by the Academic Registrars Council (ARC) and the Office of the Independent Adjudicator (OIA). When raising an issue you should use the complaints procedure as this will ensure that the university can quickly address concerns that may arise. Initially this will be done on an informal basis working with you and the department or school to create acceptable and proportionate responses to complaints raised. If you are requesting a refund as outlined in the refunds section below this should be requested by to our Finance department. 1. How the University will consider your claim In working with you on any issues that may arise the University will seek to be fair, transparent, and consistent, communicating where appropriate and within stated timescales. The University compensation and refunds policy works on the basis that where the university is at fault you should not be disadvantaged and will ensure that alternative options are provided to you. This might include additional teaching or other support, different ways of studying such as online or distance learning and in some cases financial support or recompense, which would require University Executive approval. 2. What else will the university have to consider in resolving my claim? The University has a responsibility to ensure that academic standards are upheld and will operate within its own regulations to ensure this it also must comply with the registration requirements for the Office for Students (OFS) and guidance of the Quality Assurance Agency (QAA). This will not affect your statutory rights as outlined in the Consumer Rights Act 2015 (CRA) and guidance provided by the Competition and Markets Authority (CMA); or the Higher Education and Research Act 2017 (HERA). As a registered Charity the University also has a responsibility to its trustees and the Charity Commission to ensure that it is proportionate and not excessive in any financial response it makes to any complaints and that monies intended for the use of its mission are not inappropriately used. In any case the University will work within the Terms and Conditions set out and agreed by you when you enrolled at the University. The University would also expect you take reasonable action to minimise any losses. 3. What happens if my course is being moved to a different location? If the University is forced to change the location of study and this would affect your ability to study, the University will seek to resolve this through the provision of support for example by putting in place appropriate transport arrangements etc. 4. What happens if my course is no longer going to be run In circumstances where the University is unable to support students to complete studies through any other reasonable solution and where this requires students to transfer courses or provider, compensation for tuition and maintenance costs will be considered. 5. Making a claim

2 If you wish to make a claim against the University this will be done through the complaints procedure. The online form embedded in the regulations enables you to identify what outcomes you should expect as part of the complaint. The University will include these outcomes in its consideration of how it can resolve the issues raised. 6. Issues affecting large groups of students Where a large group of students are adversely affected by a situation beyond their control the University will adopt a comprehensive approach ensuring that you are dealt with consistently and efficiently. This will adhere to the principles outlined previously and the University would ensure that communications sent to you explain the process and actions taken. You can still use the complaints procedure as an individual if you wish to do so or take legal action (other than a judicial review). If you choose to complain as an individual and are dissatisfied with the outcome you can request a completion of procedures letter so that the matter can be referred to the OIA. If you are satisfied with the outcome then you should be aware that, unless specified at the time, this would be in full and final settlement of all claims arising out of the same issue. You would, however, still be able to request a completion of procedures letter afterwards if required. Refunds 1. Introduction: This section sets out how the University calculates refunds and reductions to fees for students who have enrolled on a course or programme of study. 2. Tuition Fee Refunds and Charges: You should tell your School as soon as possible and before the start of term if applicable/possible, if you wish to claim a reduction or cancellation of tuition fees for any of the following reasons: Leaving the course without completing the full study programme Not starting or attempting the course or programme Interrupting your study Returning from an interruption of study Withdrawing from your course Transferring to another programme within the University Transferring to another university or teaching establishment If you withdraw from your award, the University will confirm any refund due based on the eligibility shown in the following tables. If you are paying your tuition fees via a loan from the Student Loans Company (SLC), your suspension/withdrawal date will be reported to the SLC and your Tuition Fee Loan will be adjusted accordingly to reflect the correct fee liability and any interest accrued. There may be cases where circumstances are beyond your control; these are known as extenuating circumstances. If you believe you have extenuating circumstances you need to put your request in writing together with any supporting documentation and send it to your school. 3. When is a Refund Due: If you cancel your place within the 14-day cooling off period pursuant to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which is

3 normally applicable following acceptance of the offer and again following enrolment. Unless the course has already started (see below), any tuition fees and deposits that you have already paid will be returned to you in full. Where the course has already started prior to you cancelling within the 14-day cooling off period referred to above, the University will provide a refund. You will, however, be liable to pay a proportion of the tuition fees on a pro rata basis to cover the period from the start of the course to the date of cancellation. Any fees that you are liable for will be deducted before your refund is processed. If you withdraw from a course within two weeks of the course start date the University will cancel all tuition fees in full. Any fees that had already been paid (including any deposit) in advance will be refunded to the person or organisation that originally made the payment. If you withdraw from a course and it is outside the 14-day cooling off period or 2 weeks after the course start date, then the amount you will be refunded will depend on the point at which the withdrawal is recorded on your account (see term dates and refund categories below). A full refund will be given if the University cancels the chosen course of study and cannot offer you a suitable alternative. Where exceptional circumstances apply which as a matter of fairness, require the University to refund all or part of the tuition fees paid. In the event of a default by the University due to the following circumstances: i. When the University does not offer a course on the advertised start date. ii. When the University terminates a course after the course start date and before the course completion date. iii. When the University does not provide a course as advertised, due to circumstances beyond its control 3.1 Refund of Tuition Fee Deposit: As set out above, the University will refund the tuition fee deposit where you cancel within the 14- day cooling off period. The University will also refund your tuition fee deposit where the reason for not taking up the accepted place on the programme is deemed by the University, in its absolute discretion, to be genuine and outside of your control, such as in the following circumstances: For International students where your student visa application is rejected in writing by the Embassy/High Commission, subject to the provisions relating to fraudulent applications below. Should your visa application be rejected, the University requires you to provide: i. A request in writing for a refund ii. A copy of the full Visa Rejection Notification from the High Commission Where you fail to meet the University s academic entry requirements Where there are exceptional circumstances beyond your control such as illness or death of an immediate member of family

4 3.2 Refund of Tuition Fees owing to Exceptional Circumstances: Where an application for a refund is made due to extenuating circumstances it must be supported by Certified Documents such as a Doctor s certificate and/or relevant documents verifying the situation. Decisions regarding exceptional circumstance refunds are at the discretion of the Head of Admissions and Conversion in the International Office for the International students. 3.3 When is a Refund Not Due: To protect the interests of all students and the University, refunds will not be given in the following circumstances: For International students, once you have arrived in the UK or after the commencement date of the course, save as where the University considers, in its absolute discretion, for exceptional circumstances to be applicable. For International students, if the UKVI cancels your visa because of a breach of visa conditions, or if your visa application is refused by the UKVI because the UKVI concluded that your application was made using falsified documents. 4. Process for a Refund: Any requests for refunds should be sent through by to the University s Finance department. Please note that if the University needs to make a refund the University will return funds to the person or organisation that originally made the payment. This means that student fees paid by sponsors, parents or any other individual (apart from the student) cannot be refunded to the student, except in exceptional circumstances. Where you withdraw before the period of study is completed, all tuition fee refunds are calculated on the net tuition fee, which considers any fee waiver, reduction or discount that has been applied to your account. In line with its obligations under UK Money Laundering legislation the University is unable to make any refunds in cash. The University also reserves the right to refuse or reject any financial transaction where the University is unable to identify or trace the origin of the payment made. Refunds will be processed within 14 days of Finance receiving the request. 5. Term Dates and Refund Categories The University will confirm if you are eligible for a refund and calculate your refund based on when you withdraw from the course during the academic year. The actual start dates for studies will vary across the University depending on the length and teaching programme in line with the academic calendar for the course or programme. The tables below set out the cut off periods for each term for charging purposes and times are local UK based. Term dates are based on the first working day of a new term. Any date prior to that first working day is treated as the previous term for the purposes of cut off periods.

5 5.1 Undergraduate Students 1) Fee Liability Points - September Start Liability point Start Date End Date *Liability **Refund Liability 0 (L0) 17/09/ /10/2017 Midnight 0% 100% Liability 1 (L1) 09/10/ /01/2019 Midnight 25% 75% Liability 2 (L2) 07/01/ /04/2019 Midnight 50% 50% Liability 3 (L3) 29/04/ % 0% 2) Fee Liability Points - January Start Liability point Start Date End Date *Liability **Refund Liability 0 (L0) 07/01/ /01/2019 Midnight 0% 100% Liability 1 (L1) 21/01/ /04/2019 Midnight 25% 75% Liability 2 (L2) 29/04/ /06/2019 Midnight 50% 50% Liability 3 (L3) 16/09/ % 0% * Student liability in percentage terms of full fee. ** This is maximum potential refund that will be given; the actual refund will depend on how much has been paid. Deposits will not be refunded. 5.2 Undergraduate Students on Pre-registration Health Courses 1) Fee Liability Points - September Start Liability point Start Date End Date *Liability **Refund Liability 0 (L0) 17/09/ /10/2017 Midnight 0% 100% Liability 1 (L1) 09/10/ /01/2019 Midnight 25% 75% Liability 2 (L2) 07/01/ /05/2019 Midnight 50% 50% Liability 3 (L3) 06/05/ % 0% 2) Fee Liability Points - January Start Liability point Start Date End Date *Liability **Refund Liability 0 (L0) 07/01/ /01/2019 Midnight 0% 100% Liability 1 (L1) 21/01/ /05/2019 Midnight 25% 75% Liability 2 (L2) 06/05/ /09/2019 Midnight 50% 50%

6 Liability 3 (L3) 09/09/ % 0% 3) Fee Liability Points - March Start Liability point Start Date End Date *Liability **Refund Liability 0 (L0) 18/03/ /03/2019 Midnight 0% 100% Liability 1 (L1) 01/04/ /07/2019 Midnight 25% 75% Liability 2 (L2) 02/07/ /11/2019 Midnight 50% 50% Liability 3 (L3) 05/11/ % 0% * Student liability in percentage terms of full fee. ** This is maximum potential refund that will be given; the actual refund will depend on how much has been paid. Deposits will not be refunded. 5.2 Full Time Postgraduate Taught Students Liability Start Date Sept 2018 Start Date Jan st Day of term 0 17/09/ /01/2019 Liability 1 (L1) 33% 08/10/ /01/2019 Liability 2 (L2) 33% 07/01/ /04/2019 Liability 3(L3) 34% 29/04/ /09/2019 For courses starting other than September or January the same principles will apply. 5.3 Part Time Postgraduate Taught Students If you are studying on a part time basis towards a Postgraduate Certificate or Diploma and you are charged on a module by module basis you will be liable for tuition fees as follows: If you withdraw after a module start date and you have attended, engaged or taken part in the module in any way, you must pay in full for the module and will not be eligible for a refund or cancellation, save as in respect of the extenuating circumstances detailed previously. If you withdraw before a module start date or you have not attended, engaged or taken part in the module in any way, the University will cancel the module charge in full and you will be eligible for a refund if you have already paid us. If you deselect a module before it is due to start, and you have not attended, engaged or taken part in the module in any way, the University will cancel the module in full and you will be eligible for a refund if you have already paid for the module. 5.4 Postgraduate Research Students Annual tuition fees are based on you completing 12 months of study in one academic year. A partially completed month is treated as a full month when calculating your fee liability. If you withdraw within 14 days of the course start date you will not be liable to pay any fees.

7 Your fee liability is determined as a proportion of the annual tuition fee. This is based on the number of full weeks you are in attendance prior to your withdrawal and calculated pro-rata over 52 weeks Transferring from Full Time to Part Time Study: If you change your mode of study from full time to part time you will be charged a pro-rata amount for the period, you were registered as a full-time student and a pro-rata amount of the remaining time you are registered as a part time student. This may result in an increase in the fee due. 5.6 Transferring Programme of Study II you transfer to another programme of study you will be liable for the fee associated with each programme for the duration that you were enrolled onto that programme. If you transfer to a programme with a higher fee your fee liability will increase. Any fee increase will be applied on a pro-rata basis. Conversely, if you transfer to a programme with a lower fee your fee liability will be reduced on a pro-rata basis. Should you have already paid your fees in advance before transferring then a pro-rata refund will be applied. 6. Processing of Refunds: Approved refunds will be paid via the same method and to the same account as the money was originally received. Evidence of payment and a copy of a bank statement showing the payment may be required to verify details. If your fees were paid via a sponsor or other organisation, including the Student Loans Company, the refund will be paid to the sponsor and in line with any external regulations that may apply. In the case of withdrawals, the date of withdrawal will be the date at which the completed withdrawal form is authorised. It is your responsibility to formally notify the University of your intention to leave the course and withdrawals cannot be backdated. We aim to process all refunds within 14 days of receiving the refund request. You may be contacted to confirm the bank details you wish the refund to be paid to. Refunds will not be given to students on Non-Credit Bearing courses (NCB) except in the following circumstances: Closure of classes because of low enrolment. Withdrawal from class before course begins (full fee refunded) Exceptional circumstances such as illness (pro-rata fee refunded). Any requests for a refund must be supported by documentary evidence.

8 Appendix 1: Refund following withdrawal or change to study load If you have paid your fees in full and believe that you may be entitled to a refund, you should contact the University s Finance Department at income@staffs.ac.uk The Finance Department will review your account to determine if there is an overpayment No overpayment If there is an overpayment the Finance Department will request a refund on your behalf Policy is concluded Refund request will be sent for authorisation Once authorised your refund will be processed via the same method and to the same account as the money was originally received. You may be asked to provide evidence of payment if these details cannot be easily verified. Upon being processed, all refunds will be reimbursed within 7 days subject to the method of payment Policy is concluded

9 Appendix 2: Refund or Compensation Following a Complaint You should submit your request for a refund or compensation through the informal stage of the Staffordshire University Complaints Procedure We will assess the eligibility of your complaint Complaint Ineligible Complaint Eligible Policy is concluded We will investigate your complaint with your School Complaint Not Upheld Complaint Upheld Policy is concluded We will propose a fair and proportionate remedy. This may not be financial. Nonfinancial remedy Financial remedy proposed Policy is concluded The University Executive will consider the proposal and may confirm, vary or agree an alternative non-financial remedy Policy is concluded

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