Help We Provide
Supporting Students. Protecting Rights. Strengthening Success.
At JMSU, Help & Support is more than advice. We stand alongside students navigating university challenges, from academic appeals to personal circumstances, ensuring you’re treated fairly and with dignity. Our independent, confidential service empowers you to understand your options, defend your rights, and overcome barriers - so you can focus on achieving your best.
Student Union Support Timeline
This timeline shows the step-by-step process of getting advice and support from the Student Union. It outlines what to expect from the initial contact through to ongoing support, so you know exactly how we can assist you at each stage.
1. Get in Touch
The first step is to contact the Student Union. You can reach out via our online booking system, email, or phone. At this stage, we will:
- Record your enquiry and the type of support you need.
- Provide an overview of the services and guidance available.
- Book a convenient available time for your initial conversation with a Student Union advisor.
- Ensure your confidentiality and explain how your information will be handled.
2. Initial Conversation
During your first conversation with a Student Union advisor, we will:
- Discuss your situation in detail and clarify any immediate concerns.
- Help you identify your needs and priorities.
- Explain your options for support, including university procedures and external resources if applicable.
- Agree on a plan for next steps and any documents or evidence you may need to provide.
3. Guidance
Once we understand your circumstances, we provide tailored guidance to help you navigate the process. This stage may include:
- Assisting you with navigating forms, applications, or requests.
- Explaining university policies, procedures, and deadlines.
- Providing advice on how to communicate with university staff, such as module leaders or Student Governance.
- Supporting you in preparing statements, documentation, or evidence if required.
4. Ongoing Support
After initial guidance, we can continue to support you as needed. This stage includes:
- Follow-up conversations to address new developments or questions.
- Assistance with appeals, extensions, or mitigation requests if circumstances change.
- Providing guidance throughout the process to help reduce stress and confusion.
Our aim is to ensure you are fully supported at every stage and can navigate university procedures with confidence.
Not sure what fits?
Sometimes you might not know exactly what type of advice or support you need. Don’t worry – the Student Union is here to help. Just get in contact with us and try your best to explain your situation in as much detail as possible. This allows us to understand your needs and provide the best guidance and support available to you.
Other support
While the Student Union primarily provides advice on academic issues, we can also offer guidance and signposting for other types of support you may need. This includes directing you to relevant services for wellbeing, financial advice, housing, or other challenges you may face. To explore everything we can guide you on, please visit our Know Your Rights page for full information and resources.
Academic Appeals
If you have received your official results from the Board of Examiners or the Research Degree Committee and believe there has been an error or irregularity, you may be able to submit an Academic Appeal. The key information is summarised below, but if you are unsure about your situation, please get in touch for advice.
Deadline: You must submit your appeal within 10 working days of receiving your results.
Grounds for appeal: You can submit an Academic Appeal if one of the following applies:
- Material administrative error – For example, an incorrect mark recorded on your transcript, a deferral not carried forward as agreed, or the wrong assessment uploaded to Canvas.
- Assessment not conducted in line with university regulations – For example, if something disrupted your exam (such as a fire alarm reducing your exam time) or if you were given incorrect or no advice about your assessment.
- Material irregularity – For example, being given the wrong paper, the wrong type of assessment, or your work not being marked according to the published marking criteria. In short, this covers situations where academic regulations have not been properly followed.
Before You Appeal
It’s important to prepare carefully before submitting an Academic Appeal. Taking a few steps early can save you time and help strengthen your case:
- Speak with your Programme Leader or Supervisor to clarify any concerns about your results.
- Review the official Academic Appeal regulations to confirm your grounds for appeal.
- Gather supporting evidence (e.g., emails, transcripts, official documents).
- Seek advice from JMSU before you submit.
Academic Misconduct
Academic Misconduct Policy
You can view the University's full Academic Misconduct Policy .
Below are some important FAQs that may help you.
What is Academic Misconduct?
“Academic misconduct is deemed to cover all deliberate attempt(s) to gain an unfair advantage in assessments. This includes cheating, plagiarism, unauthorised collusion or any other deliberate attempt to gain an unfair advantage in summatively assessed work” (Academic Misconduct Policy 2018).
Examples of Academic Misconduct
- Cheating: Using unauthorised materials during an exam, falsifying data, using mobile phones, or submitting work from third-party services such as “essay mills”.
- Plagiarism: Copying another person’s work and presenting it as your own.
- Collusion: Collaborating with one or more students without official approval.
- Artificial Intelligence Misuse: Using AI tools (e.g., ChatGPT) in assessments without permission, leading to an unfair advantage.
What is the Panel?
The Academic Misconduct Panel (AMP) consists of three academic staff members, at least two of whom will not be significantly known to you. There will also be a note taker, the academic staff member who has brought the allegation forward, yourself, and a friend or JMSU representative.
What will happen at the Panel?
The allegation will be stated, and questions will be asked in regard to this. You will then state your case – you may also be asked questions. You and your presenting officers will be asked to leave. You will then be given the outcome within 5 working days by letter.
What to consider for your statement to the Panel?
It is advised to submit a written statement to the panel. Highlight how you researched and structured your work, your understanding of the allegation, and if you have been taught about misconduct during your time at university. If applicable, explain the intent behind using another’s work and what you will do to ensure that academic misconduct doesn’t happen in future. Be honest and clear about your actions.
The University uses a points-based tariff when an allegation of academic misconduct is proven. The penalty recommendation is sent to the Board of Examiners and applied. If the penalty allows for a referral, and you still have a referral opportunity left, you will be able to redo the assessment – though it will be capped at the module pass mark.
How can I appeal the outcome?
If the allegation is proven against you, you have the right to appeal the outcome. Depending on the outcome, you will have to follow one of the two appeal routes:
- Appealing the decision of the AMP where the recommendation is not expulsion.
- You have 10 working days from the formal notification of the outcome from the AMP to submit the Academic and Academic Misconduct Appeals form .
- Appealing the decision of the AMP where the recommendation is expulsion.
- You have 10 working days from the formal decision letter following the approval of the vice-chancellor. The appeal is a statement from yourself stating which grounds the appeal is based on. For example, if the process wasn’t followed correctly or you believe the outcome was unreasonable. You can read the University’s Appeal against Expulsion procedure and determine if you have grounds for the appeal.
If your appeal is deemed eligible, you will attend an Expulsion Appeal Panel (EAP). It will consist of the chair of the panel – a member of the Board of Governors, a member of university staff representing the Academic Board, and the President of JMSU or a nominee from their sabbatical officers.
Attendance and Appeals
Although attendance at university is important, we know that issues arise, which may reduce your attendance or stop it altogether.
If you stop attending university, the university will try to contact you to find out why this is happening. If you still are not attending, you could potentially be withdrawn from the university.
If you are unable to attend, it is important to let the university know as soon as possible. Your first step should be to speak with your personal tutor and programme leader, as they are there to support you. This may also start the conversation about the Student Attendance Policy .
You can also visit the LJMU Student Advice & Wellbeing page for further guidance and support.
If you are struggling, need advice, or have been withdrawn from the university, get in touch with JMSU. We can advise you on your options and guide you through the appeals process if required.
Complaints
Students have the right to complain about issues related to their course, other students, or staff members. If you have already tried to resolve the problem without success, the next step may be to submit a formal complaint. See below for more information about the Complaints Procedure , which consists of three stages.
If you are experiencing unresolved issues with your course, or want to raise concerns about another student or staff member, this process is available to support you.
Stage One: Seek a local resolution
In the first instance, raise your concerns with the relevant faculty or staff member.
This is considered a Stage One complaint, where you attempt a local resolution. This approach is often faster and must be started within 30 days of the issue occurring.
Stage Two: Submit a complaint to the Student Governance Department
If the issue remains unresolved, or if it is more serious or complex, you may proceed with a Stage Two formal complaint.
This involves escalating the matter to the university’s Student Governance Department. You must do this within 3 months of the issue occurring.
Stage Three: Appeal an unsatisfactory conclusion
If you believe your Stage Two complaint has not been addressed appropriately, or that the complaints procedure was not followed correctly, you may submit a Stage Three appeal. This is a request for the Vice-Chancellor (or nominee) to review your formal complaint.
To progress to Stage Three, you must provide a statement explaining why you believe the outcome of Stage Two was unreasonable and why escalation is necessary. This must be submitted within 15 days of receiving your Stage Two response.
For more information, see the Complaints and Appeals Policy or guidance on completing the Complaints Form. You can also contact us for support.
Complaint not upheld?
If your complaint is not upheld at Stage Three, you cannot progress further within LJMU’s internal process.
At this stage, you will receive a Completion of Procedures (COP) letter from the university. This gives you 12 months to submit a complaint to the Office of the Independent Adjudicator (OIA), an independent body that reviews complaints against higher education providers.
For advice and further information on this process, please contact us at jmsuadvice@ljmu.ac.uk.
Criminal Convictions
Having a criminal conviction does not necessarily prevent you from studying at LJMU. However, you may need to know whether you are required to declare a previous conviction and how to do this.
You may also have received a caution or conviction while studying at LJMU and want to know if you need to inform the university. If you have been asked for information about your conviction and are unsure what to provide, guidance is available.
For full details, please review the Applicant and Student Criminal Convictions Policy , or get in touch with us for further advice and support.
Student Disciplinary
If you breach your responsibilities set out in the Student Code of Conduct and Disciplinary Procedure, LJMU may take action against you through the disciplinary process. This process can be initiated where there are allegations of student misbehaviour that may breach the Student Code of Conduct and impact the reputation of the university. It can relate to incidents on university premises, in accommodation, in public, or online.
Examples of disciplinary offences include:
- People – physical or sexual misconduct, or abusive, threatening, or offensive behaviour.
- Property and Health & Safety – damage to or unauthorised use of property, causing a health and safety concern, or possessing, using, or supplying controlled drugs.
- University – obstructing operations or damaging the university’s reputation.
If you have been contacted by Student Governance regarding this process, we can support you by advising on the procedure and attending meetings in the capacity of a Friend.
Initial investigations may result in a sanction ranging from mediation or a formal warning, to referral to a Student Disciplinary Hearing. A Student Disciplinary Hearing involves an independent panel who will review findings from the investigation and determine an appropriate outcome. This is usually required when the allegations are very serious, or where the investigation involves significant disputes of fact.
For full details, please see the Student Code of Behaviour and Student Disciplinary Procedure.
Fitness to Practice
Fitness to Practice only applies to professional programmes such as Nursing, Pharmacy, and some Education courses.
If you want to know what LJMU assesses when considering whether you are fit to practice in your chosen profession, and what action they can take if they do not believe you are fit to practice, please see the Fitness to Practice Factsheet .
The factsheet provides an overview of the Fitness to Practice process, explains what counts as good health and good character, and outlines the sanctions that can be applied if you are deemed not fit to practice. If you are unsure, please don’t hesitate to get in touch.
Fitness to Study
What is Fitness to Study?
The Fitness to Study process is a staged procedure designed to support students when health, wellbeing, or behaviour may be affecting their studies. It may be invoked where a student does not recognise that they are not fit to study and could be causing distress, disruption, or concern to themselves and others. This is intended as a supportive measure, not a punitive one.
It may also relate to situations where adjustments and support for disabling conditions or long-term mental or physical health issues are not sufficient or appropriate, or where a student is unable or unwilling to engage with the support offered.
For more information, please see the Fitness to Study Policy , or get in touch with us for advice and support.
Stage 1 – You may be approached by a member of staff in a supportive manner to discuss concerns that have been reported or observed. You may be encouraged to seek support from the Student Advice and Wellbeing Team (SAW) and given advice on options for support. If you do not respond positively or refuse to co-operate, you may be progressed to Stage 2 or Stage 3.
Stage 2 – If concerns continue, staff may refer you to SAW under Stage 2 of the process. On review of the referral, SAW may arrange an initial assessment to discuss the issues, assess your understanding, and agree a Support Action Plan. This could also include advice on options such as deferring, pausing, or leaving the course.
Stage 3 – This stage is invoked when concerns are immediate and serious, or when Support Action Plans agreed at Stage 2 have not been followed. It involves a referral to Student Governance, who may implement precautionary measures such as suspension or referral to Occupational Health.
Case Conference – This can be arranged at any stage with the relevant staff members. You will be given the opportunity to provide written evidence before the meeting, and in some cases may be asked to attend. The conference will consider all factors relevant to your case to determine an outcome, which may be one of the following: Fit to Study and Engage, Not Fit to Study, or Not Fit to Study and/or Engage with the University Experience.
Personal Circumstances
When serious and exceptional issues arise that are outside of your control, they can impact your ability to undertake and complete academic work. We understand this can be stressful, and JMSU are here to support you. Firstly, it’s crucial to contact your module leader as soon as possible to let them know about your difficulties.
What does Personal Circumstances mean?
Personal Circumstances are serious and exceptional issues outside of your control that may affect your studies. These can include:
- Health-related issues – both physical and mental
- Bereavement
- Changes to caring or domestic responsibilities
How can I submit a Personal Circumstances application?
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Request an extension – if you know you won’t meet a deadline due to your circumstances, but with extra time you could complete the work. If accepted, you will be given a new deadline. Extensions cannot usually be granted for exams.
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Defer your work through a Non-Attempt Submission – if you have not been able to meet a deadline or attend an exam. If accepted, you will be given a fresh opportunity to complete the work in the next relevant assessment period.
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Special Mitigation – if you have started a time-limited assessment (e.g., an exam) but an exceptional issue prevents you from completing it. If accepted, you may be granted a deferral, or your mark may be based on the work submitted (if sufficient).
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Revoke Fit to Attempt declaration – when you sit an exam or submit an assessment, you declare yourself as ‘Fit to Sit’. If after the fact you realise you were not fit (e.g., due to a medical condition that comes to light afterwards), you can apply to revoke your declaration. The university will review your evidence to decide whether your circumstances warrant a revocation.
What do I need to include on the Personal Circumstances form?
Include any supporting evidence on your Personal Circumstances form. If this is difficult, contact your personal tutor or programme leader, or get in touch with us for help.
Your form should include:
- Your personal details
- Information about your circumstances and how they affect your studies/assessments
- Details of which modules or assessments are affected
When do I have to submit the Personal Circumstances form?
Extensions – must be submitted at least 48 hours before the submission deadline. If submitted within the 48-hour period, you must explain why it was not possible to apply earlier.
Non-submission or Special Mitigation – should be submitted as soon as possible after the missed or affected assessment. Applications must usually be made within 5 working days of the affected assessment. Late applications may be accepted if your circumstances prevented you from submitting on time.
If you are unsure and want to speak to someone further about your personal or extenuating circumstances, please get in touch JMSU.
