About the University of Leicester
Industrial action formal complaints
The University of Leicester is presently in a period of industrial action, which we recognise has had an impact on many of our students.
In March 2026 we opened a scheme to offer compensation to all eligible students, for disruption caused to their studies during industrial action that occurred between 29 September 2025 and 28 February 2026.
As these claims have been processed, the University has now opened a complaints process for students who either did not receive an offer and believe they should be eligible, or remain dissatisfied with the offer they received.
The Compensation Scheme
Compensation was offered where:
- Scheduled teaching was cancelled and not rescheduled or learning outcomes not delivered in other ways.
- There was a significant reduction in contact time with tutors or supervisors.
- Marking or feedback was significantly delayed beyond published timelines, causing academic detriment, such as delaying progression or award.
- Contingency plans failed to deliver equivalent learning opportunities.
Compensation was calculated based on an hourly rate as a proportion of tuition fees. It is important to note that the hours of compensation offered will not necessarily match the hours of cancelled teaching, in cases where Schools were able to replace or mitigate missed content to make sure that Intended Learning Outcomes (ILOs) were still met.
How does the complaints process work?
The University has launched a simplified version of the standard complaints process under Senate Regulation 12, to enable faster processing of complaints relating to industrial action. The scheme has two stages:
Informal Stage
Students are expected to raise concerns informally in the first instance. Where this relates to concerns about how missed content was replaced or mitigated or whether their Intended Learning Outcomes were met, this should be raised with the relevant School in the first instance. For other matters such as incurred travel expenses or missed AccessAbility support sessions that had an impact, these should be raised with the Complaints team at industrialaction@le.ac.uk.
Formal Stage
In line with Senate Regulation 12, formal complaints will not be accepted without evidence of engagement with the University on an informal basis first. Formal complaints will be assessed on the same basis as the compensation scheme, considering whether missed content was replaced or mitigated to enable ILOs to be met, and other impacts on the student. Missed teaching hours alone are not sufficient grounds for complaint; evidence will be required to demonstrate that this resulted in a failure to deliver ILOs by other means.
Complaints will not usually be accepted where a student has already accepted compensation, which is considered full and final settlement.
Potential outcomes may include that the complaint is upheld in full or in part, or not upheld. Where claims are fully or partly upheld, remedies such as financial compensation, academic adjustments, an explanation of actions taken, or an apology, may be made.
At the conclusion of the formal process, a Completion of Procedures letter will be issued, confirming that internal procedures are complete and informing the student how an independent review by the Office of the Independent Adjudicator for Higher Education (OIAHE) can be raised if they remain dissatisfied.
How do I make a formal complaint?
A formal stage complaint can be made by completing the Industrial Action Complaints Form (doc, 43kb), with as much supporting evidence as possible to enable the Complaints team to review the circumstances in full. This should then be emailed to industrialaction@le.ac.uk. We aim to respond to complaints within 28 days, but it may take longer during particularly busy times, in which case the team will provide updates on expected timescales.
What is the deadline for submitting a complaint?
Formal complaints covering the period of industrial action between 29 September 2025 and 28 February 2026 must be submitted by 31 August 2026. Complaints submitted after this time will be deemed out of time unless there is a good reason for the late submission, supported by evidence.
If you have any queries about the compensation scheme or the complaints process, please email industrialaction@le.ac.uk where colleagues will be able to help.