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.
If you are concerned, we have pulled together five initial steps that should help you in directing your query. These steps are intended to help you understand where to start, who to contact, and what to expect as you raise your concerns.
Step 1: Contact your provider
Raise your concerns directly with your university, college or other higher education provider. Ask for a clear explanation of what has happened, what it means for you, and what support or options are available.
Step 2: Check your provider’s procedures
Look at your provider’s complaints or appeals process and keep copies of emails, letters and decisions. This will help you understand the next steps and any timescales.
Step 3: Complete the provider’s internal process
We will normally expect you to have completed your provider’s internal procedures before bringing a complaint to us. This is an important step as it allows providers to formally consider the issue and respond through its processes.
Step 4: Ask for a Completion of Procedures Letter
If you remain dissatisfied at the end of the provider’s internal process, the provider should normally issue a Completion of Procedures Letter. You will usually need this before we can look at your complaint.
Step 5: Bring your complaint to us (if needed)
If you decide to complain to the OIA, you will usually need to do so within 12 months of the date of your Completion of Procedures Letter.
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.