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I have gone all round their web site and can't seem to find anything. It's Southbank Uni London if that helps, I'm not great at finding the information that's relevant.
Ok - if it is not in their terms then they can not.
He needs to write and set out a formal complaint.
Make sure this is sent in writing and be recorded delivery.
The complaint will then be investigated. He can also threaten to go to the Ombudsman
Or you can get a Solicitor letter, this may do the trick - obviously there is a cost and therefore you need to consider whether it would be worth it.
If the University does not uphold the complaint then you can go to the Ombudsman
They offer a free, independent service. Their website is: http://www.oiahe.org.uk/
Can I clarify anything for you about this today please?
Ok thank you for your help. It's good to have something positive for my son to do now instead of hitting his head on a brick wall, so to speak.