Student Finance Complaints Process

scarlet-pimpernel

What a co-incidence.

We received a letter from SLC this morning confirming that the case has been passed to an Assessor along with a dated list of presumably all the correspondence and relevant paperwork. This list runs to 63 items from June 2009 onwards but does not give any details.

It included a couple of phone calls which were definitlely not from us but presumably from our younger son who was trying to find out why he wasn't getting the bursary he expected.

I wonder if the list includes correspondence from our MP and David Willetts? Hopefully I will see a more detailed version as things progress.

Their covering letter, presumably a copy of that sent to the Assessor, seems a little one sided, but that is to be expected.

I will be invited to supply any further information but don't think there is anything I have not already sent. A concise resume may be a good idea in case anything has been accidently left out - such as my younger son being asked to repay too much grant and being owed £119.

Another spell of patience is required. I wonder how busy the Assessor is?

melancholly

63 items..... i admire your patience, however stretched it might me. fingers crossed for you (again!) - no idea on what the time scale for the assessor will be but so far, the time to sort anything out seems to be as long as a piece of string.....

Taiko

Think you can scan it and I'll drop you my email address? I'll take time to look over the stuff if you like.

scarlet-pimpernel

There is not a lot to see from the summary. I have been going through the list and I am not sure how they decide what should and shouldn't be on the list but have found several letters, both incoming and outgoing, have not been listed along with a few emails too!

I will gladly scan and send the summary and lists if you PM me an email address and I can get the scanner working.

I have had an email from the assessor who says the timescale is 4-6 weeks. Email is her preferred method of communication which suits me.

scarlet-pimpernel

I have identified 4 more unlogged letters to a couple of fairly high up SF people. I wonder how much more has not been passed on to the assessor?

Taiko

Just read through, what a load of nonsense from them.

Waiting on the other information they provide now.

scarlet-pimpernel

I have pointed out to the assessor that her list of correspondence is incomplete. I wonder if she will follow that up? I can, of course, supply copies.

No reply from her yet about that.

scarlet-pimpernel

The assessor has asked me to send copies of anything I think she may be missing. I must go through things carefully as I keep finding more and don't want to miss anything.

At least I have the weekend to do this.

So far so good.

scarlet-pimpernel

I was very impressed to find the assessor was working on Sunday and emailed a couple of queries. We have established a dialogue of sorts. I am not very hopeful as rigid application of the rules will not be in my favour but I am hoping for a little common sense and flexibility as it is such an unusual (maybe unique) situation.

It is pleasing to have someone official taking an active interest at last - as well as you Taiko of course.

PS Far too much missing correspondence to send it all (20 to 30 items that I know of, let alone anything else my children may have). I have had to be selective as much of it is very repetitive.

scarlet-pimpernel

Thanks to the Independent Assessor my younger son has received a cheque for £119 from SLC. This is to repay his over repayment of Maintenance Grant. The assessor said she could deal with this easily and she was right.

I'm not so hopeful about the other matter because it is more of an appeal which is open to interpretation.

Still, so far I am impressed!