Overview
The complainant (Miss C) raised concerns that her personal circumstances were not considered by the University of St Andrews (the University) when they determined her degree classification and that her subsequent appeal was not dealt with in line with the University's appeals procedure.
Specific complaints and conclusions
The complaints which have been investigated are that the University failed to:
- (a) take Miss C's personal circumstances into account when reaching a decision on her degree classification (not upheld); and
- (b) follow their appeals procedure when considering Miss C's appeal (upheld).
Redress and recommendations
The Ombudsman recommends that the University:
- (i) remind staff involved in minute-taking at examination board meetings to record the rationale for decisions taken at those meetings;
- (ii) apologise to Miss C for: not fully considering her appeal; the delay in processing her appeal; and failing to provide her with an adequate explanation of the basis on which they took their decision not to uphold her complaint; and
- (iii) reconsider Miss C's appeal, under Section A2.6 of the Code, specifically considering the wider point Miss C made about her honours work more generally having been affected by her mother's illness.
The University are currently considering the recommendations.