Cardiff University has paid out more than £700,000 to settle over 1,000 student complaints, largely stemming from industrial action and marking boycotts by staff. The figures, obtained by WalesOnline through Freedom of Information requests, cover the period from 2023 to 2025.
1,371 complaints filed, majority over strikes
Between 2023 and 2025, Cardiff University received 1,371 complaints from students. Of these, 1,133 were related to industrial action and marking boycotts, resulting in total payouts of £743,665. This made Cardiff University the highest payer among Welsh universities during this period.
Universities across Wales and the UK have faced a series of strikes over pension and pay issues, including marking boycotts and walkouts. Financial pressures have also led to course cuts and staff reductions.
Other Welsh universities also paid out
Wales' universities collectively paid over £1 million to settle more than 1,000 formal complaints, though the actual figure is likely higher as not all eight universities responded in time. Complaints included the effects of industrial action, access to online resources, misadvertised courses, poor accommodation, Welsh language provision, and food choices in catered halls.
These payouts come amid growing debate over the value and cost of university degrees, rising loan interest, increased tuition fees, and graduate employment challenges.
Breakdown by university
Cardiff University: In 2023-24, 1,176 complaints led to £782,992 in payouts, with £689,515 for 1,075 complaints about industrial action and marking boycotts. In 2024-25, 195 complaints resulted in £156,857 paid, including £54,150 for 58 industrial action complaints.
Cardiff Metropolitan University: In 2022-23, 342 complaints (including from students, parents, and others) led to £15,150 in payouts. In 2023-24, 227 complaints totalled £125,344, with an additional £86,000 in recommended tuition fee refunds. The university noted that 34 complaints involved its Sri Lankan partner institution, ICBT Campus.
University of South Wales: In 2023-24, 12 complaints totalled £16,224.50; in 2024-25, 13 complaints totalled £16,474.84. Reasons included administration errors, course provision issues, and industrial action.
Aberystwyth University: In 2023, seven complaints led to £3,016 in payouts; in 2024, 18 complaints totalled £8,644. Reasons included strikes, communication, and accommodation issues.
University of Wales Trinity St David: Reported no formal complaints in 2022-23 and 2023-24, with the last payout of £14,700 in 2021-22.
Swansea University: Declined to provide information, citing that the data was not easily retrievable and would exceed the FOI cost limit.
University responses
A Cardiff University spokesperson said: “The timeframe that the FOI covered included the Covid pandemic as well as specific periods of industrial action including a marking boycott. This may help account for the rise in complaints and payments – especially when compared to other universities who did not experience the same levels of disruption.” The university noted that it has over 30,000 students and most report high satisfaction in the National Student Survey.
A Cardiff Metropolitan University spokesperson said: “Cardiff Metropolitan University welcomes student feedback and recognises every complaint as a valuable opportunity to learn and improve. … The effectiveness of our approach is reflected in the comparatively low number of complaints that progress to the Office of the Independent Adjudicator for formal adjudication.”
