Individual support for non-academic matters is provided by staff in the Student Zone of the Learning Resource Centres.
Difficult personal circumstances
Every student has a right to ask for a deferral of their assessment if their studies are being disrupted by serious personal difficulties. Generally, tutors will try to deal with personal difficulties by rescheduling assessment and granting individual extensions to coursework deadlines, but if the problems are persistent, or if there can be no resolution before the final assessment deadline, then you will be asked to complete a Personal Mitigating Circumstances (PMC) form explaining the problem. You will also be expected to provide some evidence to confirm the problem and its impact upon your studies.
PMC claims are considered by a group of academic staff to ensure that all students are treated fairly and equitably. If the PMC committee feel that the circumstances reported are serious, that they materially disrupted the assessments cited, and that suitable evidenced of the problem was included, they will advise the relevant assessment board to award a deferral. The student will then be asked to complete the missing assessment at the next formal assessment point.
Further information about the PMC procedure can be found in the University Assessment Regulations.
Student complaints
LJMU is committed to providing an environment that is conducive to study, and to aid this, academic and support services are provided that will facilitate the achievement of your target award. However, we also recognise that there may be circumstances when students wish to raise concerns regarding these services or may have some other cause for complaint.
If you are not satisfied with the level of service provided or if you have some other cause for complaint, then the matter should be raised in the first instance with the person responsible for that service or department. You can do this either in person or in writing, but you should do this as early as possible to ensure the matter can be dealt with promptly. If, after doing this, you believe that you have not had a satisfactory response or you feel that the matter is still unresolved, then you may wish to use the formal Student Complaints Procedure.
Please note: The Student Complaints Procedure will not consider complaints relating to the outcome of other formal University procedures other than in cases where it can be demonstrated that the procedure has not been followed or some other material irregularity has occurred. Appeals against marks/grades or final awards are not dealt with through the Student Complaints Procedure and in these cases you should refer to the Academic Appeals Procedures (
www.ljmu.ac.uk/corporate/SPR/67603.htm)
All complaints are taken seriously and students are not penalised for making a genuine complaint. Besides enabling students to voice their concerns, the Student Complaints Procedure is an important source of information to help the University monitor and improve the services it provides.
If you do proceed with a complaint, you will be asked to provide full details of the complaint including what steps you have taken to resolve the matter, provide relevant supporting information and outline what you see as a satisfactory outcome. The complaint will then be investigated under the Student Complaints Procedure.
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