Refunds and Compensation Policy

This Refunds and Compensation Policy outlines the principles and procedures by which BIG International College (BIGIC) will consider refunding tuition fees and/or providing compensation to students in cases where services have not been delivered as expected. It aligns with the Office for Students (OfS) Condition C5: Treating Students Fairly, the Competition and Markets Authority (CMA) guidance, and the QAA Quality Code for Higher Education. The policy also reflects the good practice outlined in the Office of the Independent Adjudicator (OIA) framework.

1. Purpose and Scope

The purpose of this policy is to ensure that students are treated fairly and transparently if they experience a financial loss or other material disadvantage as a result of BIGIC’s actions, omissions, or service failures. This policy applies to all enrolled students, offer holders who have paid deposits, and alumni affected by retrospective institutional decisions. It covers refunds, compensation, and financial remedies in the event of course disruption or closure.

2. Principles

• BIGIC is committed to fairness, transparency, and accountability in handling refunds and compensation claims.
• Refunds and compensation will be considered where students have experienced demonstrable financial loss or disadvantage.
• All claims will be considered in line with the Consumer Rights Act 2015 and OfS Condition C5.
• The College will seek to rectify issues through academic or administrative remedies before financial compensation is considered.
• Refunds and compensation decisions will be made consistently, promptly, and communicated clearly to students.

3. Relationship with Other Policies

This policy should be read in conjunction with the following documents:

• Student Fees Policy
• Student Terms and Conditions
• Student Complaints Policy and Procedure
• Approval of Programmes and Modules - New, Changes, Suspensions and Withdrawals Policy and Procedure
• Data Protection Policy and Procedure

4. Refund Eligibility

Refunds may be applicable in the following circumstances:

• Withdrawal within the statutory 14-day cooling-off period after acceptance of an offer.
• Institutional error resulting in overpayment of fees.
• Programme or module cancellation by BIGIC.
• Approved deferral or suspension due to mitigating circumstances.
• Complaint or appeal upheld with financial redress recommended.

Refunds are not normally made for voluntary withdrawal after the first two weeks of term unless there are exceptional circumstances. All refunds are issued to the original payer and payment method. Cash refunds are not permitted.

5. Fee Liability Stages

To ensure transparency and clarity, fee liability is determined strictly based on the date of formal withdrawal or interruption and applies as follows:

6. Compensation

Compensation may be awarded when a student suffers demonstrable disadvantage as a result of BIGIC’s failure to deliver material components of a programme or service. Compensation may include financial payment, tuition fee waivers, or non-financial remedies such as academic extensions.

Examples where compensation may apply include:

• Prolonged course interruption due to industrial action or building closure.
• Material change to programme content without reasonable alternative.
• Failure to provide agreed supervision or assessment opportunities.
• Institutional error resulting in delayed award or progression.

7. Procedure for Claiming Refunds or Compensation

1. Students should first seek informal resolution with the Finance Office (email).
2. If unresolved, a formal claim should be submitted in writing to email with supporting evidence.
3. The Registrar will acknowledge receipt within 5 working days and issue a written decision within 20 working days.
4. If dissatisfied, students may appeal via the Student Complaints Procedure.
5. Following exhaustion of internal procedures, students may escalate their case to the Office of the Independent Adjudicator (OIA).

8. Decision-Making and Approval

Refund and compensation claims are reviewed by the Registrar’s Office and approved by the Executive Board. Decisions will be based on documentary evidence, material impact, and proportionality. Complex cases may be referred to the College’s Legal or Governance Committee for advice.

9. Funding for Compensation

BIGIC maintains designated reserves to meet potential compensation liabilities. The Finance Office monitors the adequacy of these reserves annually as part of the College’s financial sustainability review. Compensation payments are prioritised for students who have experienced material disadvantage verified through the complaints or appeals process.

10. Record-Keeping and Data Protection

All refund and compensation claims will be recorded securely in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Records are retained for six years for audit and regulatory purposes. Personal data will only be shared with staff directly involved in the review process.

11. Communication and Transparency

This policy is available to students prior to enrolment via BIGIC’s website and Student Handbook. Any changes to the policy will be communicated in writing to all enrolled students with at least 30 days’ notice.

12. Monitoring and Review

The Registrar’s Office monitors the implementation of this policy. An annual summary of refund and compensation activity is reported to the Executive Board and used to improve service delivery and risk management. This policy is reviewed biennially or earlier if required by OfS or legislative changes.

13. Policy Governance