Collect the promises and terms
Save the offer, course information, fee terms and relevant communications. Identify exactly what changed or was not delivered, when you were told, and the financial or academic effect.
Check the remedy sought
A complaint might seek a practical correction, reimbursement or another remedy. The appropriate route depends on the contract, the facts and applicable consumer law. The CMA provides guidance for students and higher education providers.
Use the internal route
Raise the issue under the provider's complaints process, explain what you want and keep all responses. If the internal process finishes without resolution, check whether an OIA complaint is available and its deadline.