FAQs

How do I make a complaint or appeal against the OU?

You can make a complaint by submitting an online form via the OU Help Centre. Our Individual Representation Service can offer support and advice with a complaint or an appeal. We recommend having a chat with us before submitting a complaint or an appeal, as we can give advice on the options available and help to make your complaint or appeal most effective. Please see our complaint and appeal webpages for more information.

Where can I find the complaints and appeals procedure?

We have linked the full complaints and appeals procedure for you to read. You can find all student policies on the OU Help Centre.

I'm not happy with my result – how can I challenge it?

If you are not happy with a TMA score, you can ask the University to look at it. On modules without an exam or end-of-module assessment (EMA), you can't query the score of your end-of-module tutor-marked assignment (emTMA) in the same way you can appeal a score for your TMAs. There are certain conditions you would have to meet first, and you will have to have evidence that something has gone wrong. For more information and the steps to follow to query a result, please see our appeals page.

Is it possible to appeal against a decision made under the Fitness to Study and Fitness to Practice policies?

If you wish to appeal against the decision and any element of how the policies have been applied, you can do this through the complaints and appeals process. The Student Advisors at the Individual Representation Service would be more than happy to support you with this.

Is there an independent body that can review the University's decisions?

The OU is a member of the Office of Independent Adjudicators (OIA) complaints scheme. The OIA can review decisions made by the OU, once a student completes the University's complaints and appeals procedure. Before you make a complaint to the OIA, it’s worth checking whether your complaint is one that they can look at.

How do I request a change of tutor?

If you are not happy with your tutor, then you may request a change via your Student Support Team. It is not normal practice for the University to accept a change of tutor. However, in certain circumstances, they will try to accomodate the request. Before speaking to your SST, plan what you want to say. What are the reasons for requesting a change? Do you have any evidence to back up your request? You can find the SST contact details on the Student Home page. If you have any challenges speaking to your SST after several attempts, we may be able to liaise with them on your behalf. Please email us.

Can you help me to apply for DSA?

The OU has Disability Support Teams that offer advice about the services and support available for students with a disability and/or additional needs. You can also find a wealth of information and guidance on how to apply for DSA on the Help Centre.

How is the Association independent of the OU?

The Association is a registered charity. It is run by students, for students, and is supported by a staff team based at the Open University campus in Milton Keynes. As an independent body of the OU, we have a data sharing agreement that helps us to maintain confidentiality and abide by GDPR. Information shared with us as a result of using the Individual Representation Service remains confidential, and the advice offered from the service is independent of external parties.

How can the Student Leadership Team help?

The Student Leadership Team is an elected body, who are there to represent students. They take part in committees and working groups to make sure that the student voice has an input into the decisions made at the OU. If you have a complaint or issue with the University that you think might be affecting other students, you could get in contact with the relevant person on the Student Leadership Team. The Association also has an Issues page where you can submit an issue you've been having and it gets voted on. If there are enough votes, the Student Leadership Team will then discuss it at the next meeting.

Do you offer career advice?

The Students Association doesn't offer career advice. However, the OU has a careers and employability help page.

How can I find out what support I can get from the OU?

There may be occasions when the support you need is specific to your studies. In the event that you require this information and guidance, you can contact your Student Support Team (SST) for personalised advice. The OU have a dedicated Help Centre with a huge amount of information. You can search, or browse by help topics. You can also get to the Help Centre from StudentHome.

What is a Student Support Team?

SST are made up of experienced academics, educational advisors and other staff with subject-specific expertise. You can contact them with queries, but they will also send you emails or sometimes call you with hints and tips for study, or to remind you to take action on administration and support matters.

How can my SST help me?

Your SST are specialists in your subject area and are your first point of contact if you have queries about:

difficulties with study, for example – extra help with revising for exams.
what to study next.
making changes to the modules or qualifications you’re studying or planning to study.
additional support and adaptations when studying with a disability or temporary health problem
the options available if caring responsibilities are affecting your study.
your tutorials – timetables, arrangements, venues etc.

How do I contact my SST?

If you log in to your StudentHome, the contact details for your SST should be provided for you. There is an option to call or email. If you can’t find them there, you can also find contact details on the Help Centre.

What support is available if I am struggling with my mental health and general wellbeing?

The OU has various resources to support students with their mental health and wellbeing. You can access the information on the Help Centre. We also recommend that you make your SST aware of the challenges you are facing, so they can offer you advice on the support available if your studies are being affected.

How do I make a complaint about the Open University Students Association?

If you want to make a complaint about the Open University Students Association, email oustudents-complaints@open.ac.uk. You can find out more about the complaints procedure in our resolving and settling differences procedure.

Who do I contact for general enquiries?

Email us for further information.