OfS consumer protection proposals: fairness and student feedback

Updated Sep 07, 2026

On 16 April 2026, OfS proposed a new ongoing registration condition, C6, covering fair treatment of students and clear information about student protection. The consultation ran until 9 July. At our September review, its official page marked it closed and the quick guide still described final decisions as expected in autumn 2026. OfS consultation and current status.

What was proposed

The proposals concern registered universities and colleges in England. They include accessible information about contracts, course changes, complaints, refunds and compensation, alongside fairness principles. OfS says the proposals would not change providers’ existing obligations under consumer protection law. They should not be presented as an already operative C6 requirement. OfS quick guide.

What the supporting research can show

Public First’s June 2025 report draws on a weighted poll of 2,001 students at OfS-regulated providers in England and two focus groups. Half of poll respondents said they understood and could describe their student rights. The report cautions that students did not always distinguish expectations from specific institutional promises. These are perceptions, not adjudicated findings that providers broke commitments. Public First report, pages 1–4.

Review the evidence behind a concern

Our recommendation is to keep a student’s account alongside the relevant information about what was offered and delivered. If comments describe an unexpected course change, identify the applicable course information, communications and dates before deciding what the concern establishes. Do not label an allegation a proven failure merely because it recurs.

Give complaints, informal feedback and general survey responses their appropriate routes. A thematic report may identify a question for investigation, but it does not replace an individual complaint process or establish someone’s entitlement to a remedy.

For institutional review, document the source of each theme, the responsible team, the evidence still needed and the action taken. Explain uncertainty in committee reporting, including gaps in who supplied feedback. Check the final OfS decision before turning a proposal into a compliance task.

The student comment analysis governance checklist can help define the boundaries of an aggregate review.

Review note, 7 September 2026: updated the closed consultation status, identified the research period and its expectations-versus-promises limitation, and removed suggestions that survey analysis establishes regulatory compliance or proven failures.