We have set out information for students affected by maintenance loan eligibility issues.
We are aware of concerns affecting some students on full-time weekend-only courses who have received student support, including maintenance loans, that they may not have been eligible for. This is likely to be a very difficult situation for the students affected.
Our role is to review individual student complaints about higher education providers in England and Wales, once the provider’s internal complaints procedures have been completed.
In the first instance, students should raise their concerns directly with their provider and ask for a clear explanation of their position, the options available to them, and what support will be provided.
Providers should communicate clearly and promptly with affected students, treat them fairly, and consider carefully the circumstances of each case. Where changes are proposed to course delivery or arrangements, providers should take account of whether those changes are practical and appropriate for the individual student. Students may have chosen a weekend-only course for important reasons, including work, caring responsibilities or other commitments.
Students should expect clear information about what has happened, what it means for them, and what steps their provider is taking to support them. They should also expect their concerns to be considered properly through the provider’s own processes.
Students who remain dissatisfied after completing their provider’s internal complaints process may be able to bring their complaint to us. In most cases, they will need a Completion of Procedures Letter before we can look at the complaint.
Students may also wish to contact the Student Loans Company if they have concerns about maintenance support, repayment or hardship arrangements.
We recognise that this will be a worrying time for students affected. It is important that providers respond with care, clarity and fairness, and that students make use of the support available to them.