Student Support and Wellbeing Cancellation Policy

This policy outlines the cancellation procedures for support provided by the Student Support and Wellbeing Teams, which includes: 

  • Access West of England (AWE) for specialist one-to-one study skills support and mentoring support
  • a Support Worker Service for all other support.

Study skills and mentoring support session

If you need to cancel a booked one-to-one study skills or mentoring support session you should contact the AWE Administration Team and provide a reason for cancelling your session.

Please choose one of the below ways to get in touch:

Study skills support sessions:

Mentoring support sessions:

You should be aware that emails may be forwarded to your funding body as evidence of cancellation.

Other booked support

Please get in touch if you need to cancel other booked support (such as note taking). Please choose one of the below ways to get in touch. You can: 

  • email the Support Worker Coordinators at support.service@uwe.ac.uk  
  • call +44 (0)117 328 3930/328 3451
  • send a text message to 07950080391
  • visit 1D15 on Frenchay Campus (view a campus map).

Notice of cancellation

We ask that at least 24 hours’ notice is given when a support session needs to be cancelled. Please note this excludes Bank Holidays, UWE Bristol closure days and weekends.

Where less than 24 hours’ notice is given, your tutor/mentor/support worker will record details of the cancelled session on their timesheet. Your funding body will be invoiced for this session (up to two sessions per term). The three terms in an academic year are September to December, January to April and May to August.

Example cancellation times

  • Session is Monday at 13:00 — cancel before 13:00 on the Friday before
  • Session is Tuesday at 13:00 — cancel before 13:00 on the Monday before
  • Session is Wednesday at 13:00 — cancel before 13:00 on the Tuesday before
  • Session is Thursday at 13:00 — cancel before 13:00 on the Wednesday before
  • Session is Friday at 13:00 — cancel before 13:00 on the Thursday before

If you fail to attend a booked support session, the tutor/mentor/support worker will record the session on their timesheet. You will be asked to confirm the booked session and your reason for non-attendance, either by email or at your next attended session.

If you cancel with less than 24 hours’ notice or fail to attend two booked support sessions in one term, your support may be temporarily suspended until the end of term. Support can be restarted the following term by contacting the appropriate service.

All students receiving support from Student Support and Wellbeing are emailed a copy of this policy or provided with a web link to it before support is provided. Alternative formats are available on request.

This policy is reviewed annually and updated as required.

Last updated September 2019.

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