The Student Loans Company gave student incorrect information

What happened

Mr L applied for student funding. He was ineligible by the time he submitted his application because he did not have eligible immigration status at the start of the academic year (the 'cut–off date').

He complained that when he called the Student Loans Company helpline he was given incorrect information about when he would need to have eligible immigration status. He also said the information was not on the Student Loans Company's website.

When Mr L appealed, the Student Loans Company told him it had some discretion to award funding even if a student did not have eligible immigration status at the start of the academic year.

Mr L claimed he had incurred significant costs because of the wrong information he was given.

What we found

The Student Loans Company had given Mr L incorrect information about the cut–off date in a telephone call, but that was after the cut–off date. But it had given Mr L the correct information about the cut–off date in an earlier call which was before the cut–off date.

We did not find that it was a failing that the website did not include all of the conditions for eligibility. However, the Student Loans Company was incorrect to say it had some discretion to award funding even if a student did not have the eligible immigration status by the cut–off date.

The failings we identified had not led to the costs that Mr L claimed. However, the Student Loans Company had caused him frustration and inconvenience by giving him incorrect information about its having discretion to overturn its decision not to grant funding.

Putting it right

The Student Loans Company apologised to Mr L for giving him wrong information about the discretion it had, and for the inconvenience and frustration this caused him.