Student complaints
Explore information about the type of issues you can raise under the Student Complaints Procedure and details of how to submit a complaint.
At FutureLearn, we aim to provide you with the best experience possible by creating excellent and supportive learning environments and high standards of service delivery. While we don’t expect things to go wrong, we accept that sometimes things do. In order for us to put things right, we need you to let us know as soon as you can when you experience an issue.
On this page you will find information about the type of issues you can raise under the Student Complaints Procedure and details of how to submit a complaint. The full process is outlined below.
Yes, you can make a complaint within three months of the event which has given rise to the issue or, if concerning a series of events, within three months of the final event in the series. Complaints will only be considered outside this timeframe in exceptional circumstances.
If a complaint is submitted outside this timeframe, and FutureLearn determines that there are no compelling exceptional circumstances to explain this, you will be issued with a Completion of Procedures letter. This will allow you to take your complaint to the Office of the Independent Adjudicator (OIA).
If a complaint is submitted outside this timeframe, and FutureLearn determines that there are no compelling exceptional circumstances to explain this, you will be issued with a Completion of Procedures letter. This will allow you to take your complaint to the Office of the Independent Adjudicator (OIA).
If you are enrolled on a FutureLearn programme or have recently been enrolled on a FutureLearn programme, you can use the Complaints Procedure. We work directly with our students to resolve concerns. For this reason, we do not usually accept complaints from parents, family members or other third parties unless there are compelling reasons, and we have your explicit consent.
You can submit a complaint under this procedure if you have a concern about:
You can submit a complaint under this procedure if you have a concern about:
- the teaching on a programme or the delivery or administration of a programme, including those delivered by collaborative partner institutions.
- a failure by FutureLearn to meet its obligations, including those outlined in programme and module documentation.
- misleading or incorrect information contained in brochures, promotional materials and other publications.
- the poor quality of, or accessibility to, facilities, learning resources or services provided directly by FutureLearn.
- staff conduct (for example, alleged discrimination, harassment and/or bullying).
If you have a particularly sensitive case that you would like to discuss in confidence with a member of staff, you should contact Student Support in the first instance. Staff are available to offer you advice on your options and talk to you about what might happen next if you want to submit a formal complaint.
The following areas cannot be considered under the Complaints Procedure but may be able to be considered under a separate procedure:
Decision made by an academic body
If you have a concern about a decision that has been made by an academic body such as an Assessment Board. This might, for example, include a decision about your progression, reassessment or award, or the outcome of an Academic Misconduct Panel.
Please refer to Student Support or Programme teams in the first instance.
If you feel that you have grounds for appeal refer to the Academic Appeals policy on the policies and regulations page.
Academic judgement
If you have a concern relating to academic judgement or the quality of academic feedback on work, please speak to your lecturer or a member of your programme team to discuss your work in more detail.
Behaviour of a student
If you have a concern about the behaviour of a student, including for example discrimination, bullying or harassment allegations.
FutureLearn takes concerns about discrimination, bullying and harassment very seriously. FutureLearn has a range of support and report routes available if you have experienced or witnessed any behaviour that makes you feel uncomfortable.
Decisions that have been made under the Admissions Policy, Fitness to Practise Regulations or the Student Code of Conduct
If you have a concern about a decision that has been made under another specific regulation or procedure, for example Admissions, Fitness to Practise or the Student Code of Conduct, please refer to the relevant procedure for details of any routes for complaint or appeal. If you are unsure of what to do next, please speak to your Programme Leader in the first instance.
Issues which have been, or are currently being, considered
If your complaint or appeals is against matters which have already been, or are currently being, considered by the Office of the Independent Adjudicator (OIA), a court, or a tribunal, we are not able to look at these matters while they are being considered by an external body such as the OIA or a court of law. Any open complaints or appeals will be paused until the external proceeding has been concluded.
Intellectual Property Rights
You have a concern about Intellectual Property Rights, please refer to the Section 19 of the Student Terms and Conditions.
Data Protection or a Data Breach
If you have a concern about Data Protection or a Data Breach, please refer to the Data Protection Policy.
Fee status decision
If you have a concern about a fee status decision, please contact Student Support.
Student Loan
You have a concern about your Student Loan, please contact the Student Loans Company.
Decision made by an academic body
If you have a concern about a decision that has been made by an academic body such as an Assessment Board. This might, for example, include a decision about your progression, reassessment or award, or the outcome of an Academic Misconduct Panel.
Please refer to Student Support or Programme teams in the first instance.
If you feel that you have grounds for appeal refer to the Academic Appeals policy on the policies and regulations page.
Academic judgement
If you have a concern relating to academic judgement or the quality of academic feedback on work, please speak to your lecturer or a member of your programme team to discuss your work in more detail.
Behaviour of a student
If you have a concern about the behaviour of a student, including for example discrimination, bullying or harassment allegations.
FutureLearn takes concerns about discrimination, bullying and harassment very seriously. FutureLearn has a range of support and report routes available if you have experienced or witnessed any behaviour that makes you feel uncomfortable.
Decisions that have been made under the Admissions Policy, Fitness to Practise Regulations or the Student Code of Conduct
If you have a concern about a decision that has been made under another specific regulation or procedure, for example Admissions, Fitness to Practise or the Student Code of Conduct, please refer to the relevant procedure for details of any routes for complaint or appeal. If you are unsure of what to do next, please speak to your Programme Leader in the first instance.
Issues which have been, or are currently being, considered
If your complaint or appeals is against matters which have already been, or are currently being, considered by the Office of the Independent Adjudicator (OIA), a court, or a tribunal, we are not able to look at these matters while they are being considered by an external body such as the OIA or a court of law. Any open complaints or appeals will be paused until the external proceeding has been concluded.
Intellectual Property Rights
You have a concern about Intellectual Property Rights, please refer to the Section 19 of the Student Terms and Conditions.
Data Protection or a Data Breach
If you have a concern about Data Protection or a Data Breach, please refer to the Data Protection Policy.
Fee status decision
If you have a concern about a fee status decision, please contact Student Support.
Student Loan
You have a concern about your Student Loan, please contact the Student Loans Company.
If you are a student enrolled on a FutureLearn programme that is run in collaboration with a collaborative partner university you will need to follow the complaints procedure of FutureLearn in the first instance.
If you are unhappy with the way in which your complaint has been considered once the procedures have been exhausted, and your complaint relates to the academic standards and/or quality of your learning opportunity, you can refer your complaint to the university for consideration of this procedure.
If you are unhappy with the way in which your complaint has been considered once the procedures have been exhausted, and your complaint relates to the academic standards and/or quality of your learning opportunity, you can refer your complaint to the university for consideration of this procedure.
Download a copy of the policy
Read more about FutureLearn’s Student Complaints Policy.