11. Appeals, Complaints and Discipline
11.1 Student Appeals against Academic Judgements
11.2 Student Complaints against Academic Provision
11.3 Student Discipline
11.4 Non-Academic Appeals & Complaints
11.5 Advice for Students
Overview
The University of St Andrews recognises that there may be occasions when a student feels that the level of service or treatment that they have received from the University has fallen short of what might reasonably be expected. It is also recognised that sometimes students may consider that they have grounds to appeal against their academic results or a decision made against them by the University on a non-academic matter.
The University, as part of its commitment to a high quality student experience from the time of application to graduation, seeks to resolve difficulties between students and the institution as fairly and effectively as possible. These difficulties normally fall into one of four categories:
- Appeals against academic judgements - where, for example, the University has made a judgement about a student’s assessed work or academic progression;
- Complaints against academic provision - where a student is dissatisfied with the academic provision or service that they have received from the University during their studies;
- Disciplinary cases - initiated by the University where there are grounds to believe that a student has conducted his/herself in an unacceptable manner in a non-academic context.
- Non-Academic Appeals and Complaints - where, for example, the University has made a decision against a student on a non-academic matter, or where a student is dissatisfied with the service delivered by a non-academic administrative or support unit.
The University will normally seek to resolve matters of concern as close as possible to the level at which they arise. Only when such channels are closed will procedures be initiated to formalise and escalate appeals and/or complaints to a higher level.
In reference to academic matters, the University’s Policy on Student Academic Appeals & Academic Complaints is presented in two sections as summarised below:
Section 1: Student Appeals against academic judgements
Section 2: Student Complaints against academic provision or service
11.1 Student Appeals against Academic Judgements
This section of the Policy deals with the procedures by which students may seek a review of an academic judgement in relation to their work or progression. Such matters include the award of marks for pieces of assessed work, the award of grades for modules (including grades for modules that contribute to the classification calculation of an Honours degree), examiners’ decisions in relation to postgraduate dissertations or theses, and the like. Appeals against decisions affecting progression and termination of studies are also described in this section of the Policy.
Matters not normally covered by this section of the Policy:
- The investigation of Academic Misconduct offences, for which separate procedures exist (appeals against Academic Misconduct outcomes are however dealt with under this section of the Policy under restricted grounds);
- Appeals against non-academic matters (for instance, an appeal against an assigned fee category or against the outcome of the non-academic disciplinary process), for which separate procedures exist (see Section 11.4 below);
- Complaints – if a student is dissatisfied with the academic provision or service that they have received from an academic School or support Unit in the University, then reference should be made to Section 11.2 below. Such complaints are normally distinct from a request for a review of an academic judgement in relation to assessment or progression.
11.2 Student Complaints against Academic Provision
This section of the Policy deals with the procedures by which students may seek to pursue a complaint about some aspect of the academic provision or support that they have received from any part of the University.
Matters normally excluded by this section of the Policy:
- Reviews of an academic judgement in relation to assessed work or progression - these are pursued under Section 1 of the Policy as described above;
- Complaints against other students – these are pursued under the University’s Non-Academic Misconduct Policy (Students) (see Section 11.3 below).
- Complaints against non-academic matters (for instance, a complaint concerning an administrative service unit or a Hall of Residence), for which separate procedures exist (see Section 11.4 below).
11.3 Student Discipline
The University’s Non-Academic Misconduct Policy (Students) deals with judgements against students in relation to non-academic disciplinary matters. Information is provided to students, staff and members of the public about the expectations of student conduct, the role of the University in responding to student misconduct and the local and national laws which govern all residents and visitors. The University acts as a single unit in matters of Student Discipline under the co-ordination of the Director of Student Services acting as delegate for the Vice-Principal (Proctor) of the University.
11.4 Non-Academic Appeals and Complaints
The University’s Policy on Non-Academic Appeals and Complaints deals with appeals against judgments made against students relating to non-academic matters (such as a non-academic student disciplinary outcome) and complaints against the provision or service received from a non-academic unit or service (for instance, a Hall of Residence) or the conduct of staff in a non-academic setting.
11.5 Advice for Students
The Students' Association has a member of staff, Mr Iain Cupples, whose duties include assisting students who are going through the appeals, complaints or disciplinary process and who can offer impartial advice on formulating a submission or preparing for a hearing.