What you need to know about online courses

Over the last few years there has been a significant increase in the number of online courses being offered. However, many customers of these courses do not understand their consumer rights when signing up.

Consumers often believe that they must abide by the Terms and Conditions provided by the company running the course. This isn’t strictly true. For example, too often I see “no refunds”, which is an illegal condition. Sadly, I see it most with small, one-person companies. This is often because the Terms and Conditions are seen as less important, or people simply think they can write what they like, they’re not as fun as social media and marketing and/or not as interesting as writing the content.

Sometimes it is just naivety or arrogance, where company owners think they won’t get a complaint. But they are probably the most important element of the course paperwork. The company could end up spending a lot of time and energy in dealing with a complaint which could impact it financially and reputationally.

So what are consumers’ rights in this case?

It is important to note that you have a number of rights as a consumer. However, if you have bought a course for professional development, it is unlikely that you would be seen as a “consumer”, so may not have the same rights. e.g. you will not be covered by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

@thecomplainingcow

How to complain about an online course. #trainingtips #Courses #onlinecourse #personaldevelopmenttips #ConsumerRights #trainingcourses #SmallBusinessTips #SmallBusinessUK

♬ original sound – The Complaining Cow

I’ve downloaded a course and I can’t open it. What are my rights?

Under the Consumer Rights Act 2015 digital content, you are entitled to goods are that must be of satisfactory quality, as described, be fit for a particular purpose, match the description and be installed correctly, when this has been agreed as part of the contract.

I bought a course but don’t want to do it now, can I get a refund?

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have up to 14 days to cancel and get a full refund. The course should not start before the 14 days is up unless you requested it to start immediately.

My course started within the 14 days and I still want to cancel. What are my rights?

You are still able to cancel and not complete the course. However, you will need to pay for what you have received up to the 14 days. For example, teaching time, administration and materials etc.

I completed the course within the 14 days. Can I still cancel?

You have nothing left to cancel and you will not be entitled to any refund unless you have not been happy with the content (see below).

I’ve started a 1:1 online course, which includes Zoom meetings, etc. I am halfway through and decided it’s not for me. What are my rights?

This can be tricky. If you have simply changed your mind, you are not entitled to any refund, as the course has started. Here it will depend on the organisation’s Terms and Conditions. You need to remember that whilst you may miss a couple of one hour meetings, the organisation will have done all the work ready for those meetings. In essence you are paying for this preparation time, as well as the delivery time. You may be able to negotiate some kind of discount.

I have started an online 1:1 course, but I am not happy with the content. What are my rights?

Any products must be of satisfactory quality, match the description, be free from defects, and last reasonable length of time. Services must be carried out with reasonable care and skill.

 

View this post on Instagram

 

A post shared by Helen Dewdney (@thecomplainingcow)

To get a full refund, you would need to demonstrate that this was not the case. Strictly speaking, in the first six months, it is up to the organiser to prove that the fault was not there at the point of purchase. Obviously, it becomes a little bit more awkward with a download than a kettle! Ultimately, though, you will be discussing whether you received what you paid for. You will need to show evidence that the organisation is in breach of the Consumer Rights Act 2015.

This can prove difficult, especially if a company is a one-person band. Try to negotiate amicably at first. Then, if you’re still not happy with what is offered, follow the Top 20 tips to complaining effectively and quote the relevant laws and regulations.

I was sold a course that told me I would make “£500 in a month” and I haven’t. What are my rights?

You will need to show that you followed all of the advised actions. If you buy a course that promises something and you don’t do the things in the course, you cannot expect to get the results! However, if you can show that you have followed all of the actions and came nowhere near what was promised, then it is possible that the company is in breach of the Consumer Protection from Unfair Trading Regulations, for misleading you. If this is the case, then you would be entitled to a full refund.

I was mis-sold a course. Can I get my money back?

If you believe that you were mis-sold the course or aggressive tactics were used to sell it, you can claim a full refund. See the Consumer Protection from Unfair Trading Regulations.

@thecomplainingcow

Do you know if your terms and conditions for your online course are legal? Do you have appropriate terms and conditions to protect you and your consumers? Are you unhappy with an online course? How do you complain about an online course? #onlinecourse #Training #complain #SmallBusinessUK #courses

♬ original sound – The Complaining Cow

Further help with complaining effectively

For more advice, tips, information and template letters covering holidays and more: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

Want to get better at complaining? See 101 Habits of an Effective Complainer

Save yourself time and effort finding the laws and wording a letter of complaint. Purchase and download a template, fill in your details and get that redress.

Help for businesses

If you are a business and want help with your terms and conditions whether selling products or courses or whatever it is then please check out my Power Hours.

The Complaining Cow free support for businesses

Join the Facebook Group Customer Service: Compassion, Care and  Integrity  A private group where you can give and get support, advice and share good practice on how to improve complaint handling.

Free download Customer Service: 5 ways to get rave reviews & referrals a few tweaks to your customer service can help you reduce risk to reputation, finances and impact on customers and increase sales.

The Complaining Cow Services