Summary
Miss C, a student advisor, complained on behalf of a student (Ms A) about how Ms A's academic appeals were handled. Ms A was enrolled on a masters course at the university. Ms A was given an alternative exit award of a postgraduate diploma. Ms A submitted a Stage 1 and a Stage 2 academic appeal.
We found that the university failed to check the date that Ms A received her result before issuing their Stage 1 academic appeal response and that the university failed to consider the reason why Ms A's Stage 1 academic appeal was late. We also found that they failed to acknowledge Ms A's Stage 2 academic appeal within ten days and failed to keep Ms A updated on the progress of her Stage 2 academic appeal contrary to the university's policy. The assessor appeal response form also was not completed for Ms A's Stage 2 academic appeal. We upheld Miss C's complaints.
Recommendations
What we asked the organisation to do in this case: Apologise to Ms A for failing to check the date that she received her result prior to issuing the Stage 1 Academic Appeal response; failing to consider the reason why Ms A's Stage 1 Academic Appeal was late; failing to acknowledge Ms A's Stage 2 Academic Appeal within ten days and for failing to keep her updated on the progress of her appeal; and failing to complete an Assessor Appeal Response Form for her Stage 2 Academic Appeal. The apology should meet the standards set out in the SPSO guidelines on apology available at www.spso.org.uk/leaflets-and-guidance.
What we said should change to put things right in future: The university should check the date that results have been received before responding to academic appeals.
The reasons why an academic appeal has been submitted late should be considered.
In accordance with the relevant policy and procedures, academic appeals should be acknowledged within the timescales and students should be kept updated on the progress of their appeals.
In accordance with the relevant policy and procedures, the assessor appeal response form should be completed for all Stage 2 academic appeals.
We have asked the organisation to provide us with evidence that they have implemented the recommendations we have made on this case by the deadline we set.
Related reading
View Decision Report 201807926 as a PDF (26.71 KB) Updated: July 9, 2019