Soaring numbers of students complained last year about their university experience but fewer grievances were upheld, a report says today.

The figures suggest that students who have fallen out with their university are increasingly trying their luck in attempting to get their grades amended.

Complaints to the Office of the Independent Adjudicator (OIA) rose by almost a quarter, from 734 to 900, but the number that were successful fell from 80 to 63. Partly justified complaints rose from 118 to 144.

In his annual report, Rob Behrens, the Independent Adjudicator, said: “There is no room for complacency. In the course of the year I have come across a small number of universities insufficiently resourced for effective complaints handling, and unacceptable examples of serious delay in addressing formal complaints.

“There are also examples of insensitive handling and of universities failing to abide by their own regulations.

“In a small number of cases, students have been denied natural justice through conflicts of interest in overlapping membership of misconduct and appeals panels.

“There is also evidence of some students being denied the opportunity to put their case in person, or being required to ‘prove’ their innocence, when universities have a responsibility to demonstrate that the case is proven.”

However, the report said there was “much good and sensitive work done in universities to address complaints”, and gave several examples of grievances that it had rejected.

Postgraduate students and those from overseas were more likely to complain, as were those on business and medical courses.

Rejected complaints included an MBA student who twice failed her dissertation but claimed she had received inadequate supervision, and a man who wanted to enrol on a masters course but had no recent academic qualifications.

Another failed the first year of his medical degree, was allowed two further attempts with the special adjustments he requested put in place because of his arthritis, and again failed both times. He complained to the OIA on the grounds of disability discrimination.

One student whose complaint was also rejected had become friends with another student. Together they conducted a series of violent incidents at the university, including sexually harassing female students.

Both were expelled from the university, but the complainant said he should have received a lesser punishment as he was only an accomplice rather than the instigator.

Diana Warwick, chief executive of Universities UK, said: “The 900 or so complaints received must be seen in the context of the 1.9 million students in England and Wales covered by the scheme, and also the fact that only 7 per cent were justified.

“But we are not complacent. Universities seek to learn from complaints and will look carefully at the areas where the report recommends room for improvements.”

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