About the University of Leicester
Industrial action formal complaints
The University of Leicester underwent a period of industrial action, which we recognise 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. This was followed by a complaints process for students who either did not receive an offer and believed they should be eligible, or remained dissatisfied with the offer they received.
The compensation scheme concluded on 31st August 2026.
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 facilitated 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 [email protected].
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?
As the compensation and complaints scheme has now concluded, the University is no longer accepting claims or complaints in connection with the period of industrial action, unless there is an exceptional reason for a student having been unable to submit their claim or complaint until after the scheme ended. Please contact [email protected] if you wish to raise a late complaint, where colleagues will be able to help.
For existing complaints, we aim to respond within 28 days. If a resolution is likely to go beyond this timescale, the team will contact you with an update.
What is the deadline for submitting a complaint?
The scheme closed to new complaints and claims on 31st August 2026. Complaints and claims submitted prior to midnight on this date will be processed. 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 [email protected] where colleagues will be able to help.
What if I am dissatisfied with the outcome of my complaint?
Your complaint outcome letter will have included a Completion of Procedures letter, which outlines your rights to approach the Office of the Independent Adjudicator for Higher Education (OIAHE) for an independent review if you remain unhappy with the outcome. Under the OIA’s current rules you have one year from the date of the letter to submit your complaint. More information is available on the OIA’s website.