What to Do If Things Go Wrong at University

University should be inclusive, supportive, and accessible to everyone. Unfortunately, sometimes things go wrong, and you may not be getting the support you need.  

If you’re a blind or partially sighted student at university and you experience this, it’s important to know your rights and that there are steps you can take. Universities have legal duties under theEquality Act 2010to makereasonable adjustmentsfor disabled students, but sometimes they might not do this.  

We have created this step-by-step guide to help you navigate the process and understand where to find help along the way.  

Informal Complaints  

The first step is to try to resolve the issue informally, if you feel safe and comfortable doing so. This could mean speaking directly to a tutor, course leader, or someone in your universityDisability Service.Often, staff may not be aware of the problem, and a simple conversation can fix things. Your Students’ Union can also help at this stage. They usually have staff who can give advice or speak up for you. When speaking with the staff at your university, it would be helpful to tell them: 

• The difficulties you’re having.

• The impact on you.

• What you would like them to do.

If you’re unsure what reasonable adjustments you are entitled to, check out theStudent Mindsarticle on adjustments for blind and partially sighted students and theDisability Rights UK guideone for all disabled students.  

Top Tip!

Check out the RNIB Higher and Further Education Toolkitwhich offers practical advice on communicating your access needs effectively and Disabled Students UK’sguide to making complaints which includes helpful examples.  

Formal Complaints 

If the issue isn’t fixed informally, or if it doesn’t feel right to take that approach, you can make a formal complaint. Every university must have a formal complaints process. You can usually find it on the student portal or the university website. In your written complaint you should: 

• Describe clearly what happened, when, and how it affected you. 

• Explain how the university failed to provide reasonable adjustments. 

• What you would like to happen as a result.

• Anysupporting evidencesuch as emails, medical letters or photos.

Top Tip!

I would say go to Student Support at your university because they can give resources on how to complain or Student Union who will give you advice on what to do – Annie

Submitting an Appeal

If you’re unhappy with the outcome of your complaint, you may be able to take it further within the university. Some universities offer a second review or an appeal stage, often looked at by senior staff or an independent panel. It’s always important to check the university’s complaints and appeals policy first before submitting. At this stage you should: 

• Explain why you disagree with the decision.

• Present any additional evidence you have.

• Stick to any deadlines outlined in the university’s policy.

• Keep copies of any emails, letters etc relating to your complaint.

Office of the Independent Adjudicator (OIA)  

If you’ve finished the university’s complaints process and still feel the issue wasn’t handled fairly, you can take your case to theOffice of the Independent Adjudicator for Higher Education (OIA)which is free to students. The OIA is independent and looks at whether the university followed its own rules and procedures properly. 

To complain to the OIA, you’ll need a Completion of Procedures Letter from your university. You’ll get this after going through the informal and formal stages. You must contact the OIA within 12 months of receiving this letter. The OIA won’t re-investigate the original problem, but it will check if the university handled your complaint fairly 

Check out this breakdown ofwhat happens when you make a complaint to the OIA for more information.  

Legal Advice  

If the OIA doesn’t resolve your case and you think your rights were not treated fairly, you may want legal advice.  

While we can’t provide legal advice, there are some services who can: 

• RNIB Legal Team provide legal support for education discrimination You can contact them on0303 123 9999 or email legalrights@rnib.org.uk.   

• TheDisability Law Servicealso provides free legal advice online, by phone or in writing.  

These services can help you understand your legal rights and options. We can work with you throughout the whole process up until the point of requiring legal advice.  

Emotional Support  

We understand that this can be a really challenging situation that can impact your emotional wellbeing. Check out our resources for maintaining your mental health as a university student.  

OurEducation Information Advice and Guidance Serviceis also on hand to support you with the process of challenging discrimination at university and signpost you to relevant services. Contact us onEducationAdvice@pocklington.org.ukif you need further advice.