Extenuating circumstances for repeating the year

I am writing this to reassure a friend ho is going through this problem .

My friend family problems during her 1st term and this was not reported to the university . Her mum had a nervous breakdown and was omitted to hospital , here was when her mum started to talk about committing suicide . This student spent most of her 1st term at home , looking after her mum . This student believed that if she made an attempt at her exams and failed then she would be given the option to repeat the year . Instead she was offered to take 2 failed modules in June of next year capped at 40% .
This student has just sent an extenuating circumstances form to the head of dean . This form included her mothers health but due to not wanting to upset her mum the student has not given writing documents reporting her mothers health .

My friend did not know at the time on methods on how to repeat the year .

My friend is wondering if anyone has gone through the same process and had the extenuating circumstances appeal turned down ?