Student Finance Removed Entitlement To Tuition Fee Loan

[patty39]

Hi

 

This isn't actually for myself by my girlfriend. I have used this forum before and it was great so would appreciate some advice here.

 

Its a complicated situation so in order to fully understand what has happened, here is the complaint she sent to student finance last week.

 

"I would like to make a complaint regarding the communication skills and moral dishonesty of student finance. Before detailing the areas of my complaint I would like to state that I have always completed all paperwork on time, queried any abnormalities and upheld all details stated in the contract.

 

To begin, I was given a maintenance loan and tuition fee loan without query when I began my degree in Veterinary Science at the University of Liverpool (after recently completing my previous degree in Chemistry). I was aware that post-graduate students differ in their entitlement to student loans and spoke to numerous student finance advisers regarding this both before and after applying for a student loan. Not once was I told that student finance were making a mistake in allowing me my tuition fee loan and I was misled to believe that I would be able to finish my degree with complete financial support. That such a fundamental mistake could be made by so many of your staff is unthinkable and considering the impact it has now had on my studies, career, financial situation and well being. I am unable to understand how this mistake could have occurred multiple times and am seeking a full explanation regarding this. Not only did your staff make errors but I have been supplied with a full tuition fee loan for almost two years of my course and in this time your screening process has not picked up on this anomaly. I hope that this will also be addressed when investigating this complaint.

 

Next, the manner in which Student Finance has dealt with their own incompetence can only be described as appalling. I received four letters in the space of two days and each letter had different values I was entitled to and confusingly spanned across a number of academic years. Together they were incomprehensible and incredibly unclear. My online account had always stated that I was received £0.00 for everything since you updated your online system. Upon querying this at the beginning of the year with one of you advisers I was told that it was just taking a long time to update. So I spokewith one of your advisers again to ask what all these letters meant; and although they also had trouble comprehending the situation I was told that the decision to discontinue my tuition fee loan had been made some time ago. I was never notified that my profile was being reviewed, given no written explanation as to why student finance had made such a mistake and offered no apology. This lack of communication is atrocious. How is Student Finance able to justify this knowing the impact this would have? As the investigation of this complaint I would require a full apology and would like to know the protocol Student Finance uses when dealing with ethically sensitive decisions. As of yet I not received the customer service that is advertised to students.

 

Finally, I would like Student Finance to truly know the impact this has had. I am unable to fund my studies, am unable to apply for bursaries and have no additional financial support. I would never have invested the time and money into such a demanding and lengthy degree if I had not been misled by Student Finance on several occasions. I now face ending my course just before my exams that I will be unable to take and deal with the vast additional debt that would never have occurred. The actions of Student Finance will not only destroy my ambitions and career opportunities but will undoubtedly affect my well being.

 

I expect an honest investigation on how this has happened,a sincere apology and how Student Finance aims to rectify such an abhorrent situation. "

 

She has now been informed by her University (Liverpool) that she now may owe them 18k for the first 2 years of her degree. We live together and are independent (we rent) so obviously she cant afford to pay either the 18k herself or the further 3 years going forward.

 

She obviously would want to continue with the degree if possible however we will have to see what happens.

 

A strange situation I know. Any advice would be appreciated.

 

Thanks

 

Patrick

Edited March 18, 2015 by citizenB
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[WarrenBuffet]

Hi Patrick,

 

Nasty situation your girlfriend finds herself in. I would say she is more in need of legal advice?

 

Other than that is there any paper trail whereby she can prove that they are now backtracking on a contract they had previously approved? Recorded telephone conversations?

[patty39]

Hi,

 

What sort of legal advice would you recommend?

 

There is the contract which she signed to get the student loan. If they record conversations then they show what she says in the complaint that she contacted them on a number of occasions to check everything was in order.

 

Thanks

[citizenB]

You need to send a Subject Access Request to Student Finance in order to establish what they have recorded on your GF's files. There is a draft request in the link below. They have 40 calendar days in which to provide this data and it will cost you £10.00. The request needs to be sent to their Head /Registered Office and addressed to the Data Controller.

 

Once you have this information, you should be able to establish what has gone on.

[patty39]

Stupid question, will the payment need to be cheque? Who will it need to be written out too?

 

Cheers.

[citizenB]

Stupid question, will the payment need to be cheque? Who will it need to be written out too?

 

Cheers.

 

We always advise to send a Postal Order, whilst you have to pay extra (about £1.25) for the PO it doesn't provide them with any other data about you. You need to ask the Post office to "cross" the PO for you, that way it can only be paid into a Bank account. TBH, I do not know who you would have it made out to.. Student Finance, perhaps ?

[patty39]

Ok thanks. We will send this out today.

[citizenB]

Please do obtain at the very least, a free proof of posting for the letter and keep it with your copy - You will receive a receipt for your postal order - make sure you keep that safe as well.