A WEST Wales mature student has alleged that Student Finance Wales discriminates against mature female students who have changed their name through marriage or divorce.
Tricia (not her real name) contacted The Herald after she experienced protracted delays in receiving student finance to which she was entitled having been made ‘to jump through hoops’ to prove she was who she said she was.
She encountered difficulties after applying for a one year top up from a HND to a BA.
The situation was rendered all the more frustrating as, Student Finance Wales had all of Tricia’s proof of identity from the previous year, when she completed her HND, access to all of the information submitted in connection with that award, and repeatedly told her that there was no information required from her before telling her on a number of occasions, and only when she rang to query the continuing delay, that further information was needed.
Tricia applied for student finance on June 14 and supporting information for her financial status was provided immediately to Student Finance Wales. Tricia had the same customer reference number, same email, same telephone contact number that she had used for her previous application.
Tricia was particularly exasperated as she had been through precisely the same rigmarole in proving her identity in her initial application two years before.
She told us: “Despite the fact that I applied early for student finance, after that earlier bad experience, I kept on being pushed from pillar to post. Even though ALL of my information was already held by Student Finance and they were writing to me at my home address, which I had already provided and proved, it was not until mid-August that Student Finance Wales asked for proof that I actually lived in Wales.
“Having sent that proof, I rang up to check everything was okay and was told that Student Finance Wales had all the information they needed to process my application.”
She continued: “Having waited for a few weeks and with the start of term already near, I rang to find out what was happening. I was then told that before my application could proceed that they wanted information for an application for a childcare grant, which I have never sought and had not asked for. I had to write a letter telling them this – unbelievably six weeks after acknowledging they had received that letter, the information is still shown as required.
“Anyway, I confirmed again that they now had all the material they needed. And was told they did. A few weeks passed and I had heard nothing. I rang again. This time they wanted me to provide both my birth certificate and a form signed by a third party confirming that I was me!
“I raised an immediate complaint and was told I would be sent a copy of that for my own information.”
On October 26, Tricia rang to confirm that all information had been received and make sure that nothing else was needed.
Tricia’s experience then entered the realms of the surreal. A friend verified her identity. The same person had verified her partner’s identity for their application for student finance and been accepted.
The proof of identity was rejected and during the phone call a claim was made that a letter to that effect had been sent out on October 20, which was remarkable in itself as the identity form had only been posted on October 19. Not only was there no sign of that letter’s arrival, there was no sign of it in the record of correspondence.
Tricia then raised the question of her previous complaint, only to be told there was no record of it. She was then told by a manager at Student Finance Wales that she was not entitled to see the content of any complaint raised by the company on her behalf, although that manager told her that she would now raise a complaint for her and notify her it had been raised.
After waiting a few days, and with no sign of a complaint being made, Tricia emailed a full complaint to Student Finance Wales and copied her constituency and regional AMs in along with Cabinet Secretary for Education Kirsty Williams and the Assembly parties’ education spokespersons.
Response was swift. First to respond was Labour’s Joyce Watson who promised to raise the matter with the Cabinet Secretary. That was followed by responses from Paul Davies – who helped resolve Tricia’s previous complaint – Simon Thomas, and UKIP’s Neil Hamilton who provided a very full and sympathetic response to Tricia’s plight; then, the Welsh Government contacted Tricia and asked for her permission to deal with Student Finance Wales on her behalf.
Finally, a day or so later, Tricia was emailed by Student Finance Wales to say that they were now acting on her complaint.
Mysteriously, the letter telling her that her identity proof was unacceptable arrived postmarked October 31, the same day as her complaint.
Within seven days of contacting her local AMs, Tricia was told that her student finance had been approved and that payments would be made shortly. She does not think that is a coincidence.
Tricia is, however, still frustrated by the whole experience.
“The situation had become ridiculous. I was being discriminated against for being an older woman, who had been married before. They not only had all my information already, they told me they could see it on the computer system and yet still said they needed it again. It’s bureaucracy for the sake of it. And as for not allowing customers to see complaints raised on their behalf, I bet their complaints clear up rate is stellar.
“Again, it was only when I complained and copied in AMs that there was any movement at all. That is not right and just makes me wonder how many students who have not contacted their own AMs have been forced out of higher education by Student Finance Wales incompetence.”
She concluded: “When I initially raised issues about the process way back in August I was told that I should blame the Welsh Government! To make matters worse, it had been suggested to me that I could get my parents to confirm my name change. I could, I suppose, have got a shovel or Ouija board, but neither of those options was very appealing!”
Plaid Cymru’s Shadow Cabinet Secretary for Education Llyr Gruffydd said: “Plaid Cymru believes education is a right not a privilege so we want to make sure there is fair play when it comes to Student Finance Wales regardless of age or gender.”
Mid and West AM Simon Thomas added: “A constituent has informed me of a formal complaint they have made regarding the way in which their application for student finance has been handled by Student Finance Wales. Their application for student finance has still not been processed – almost five months after the initial application was made.
“My constituent feels that Student Finance Wales indirectly discriminate on the grounds of age and gender.”
Simon Thomas has written to the Cabinet Secretary for Education requesting the following information.
- An outline of Student Finance Wales’ complaints procedure
- The number of complaints received by Student Finance Wales each year in the last five years
- A breakdown of the nature of the complaints received
- An outline of the evidence of income and identity Student Finance Wales asks for in order to process a student’s application for student finance
Tricia’s constituency AM, Paul Davies told The Herald: “The experiences that Tricia has had with Student Finance Wales are deeply disappointing and caused her unnecessary distress, at a time when she should be focusing on her studies. It’s clear that there are failings in the system, which continue to be unaddressed and the Welsh Government should now commit to seriously reviewing Student Finance Wales’ operations.
“Sadly, this is not the first worrying experience that Tricia has faced throughout her studies and it’s simply unacceptable. Lessons clearly haven’t been learnt from previous occasions and therefore it’s important that the Welsh Government urgently addresses these problems to ensure that other students are not faced with similar problems in the future.”
Ceredigion Schools have already produced more than 300 visors
MORE than 300 face-visors have already been produced by staff at Ysgol Bro Pedr, Ysgol Penglais, Ysgol Bro Teifi and Ysgol Uwchradd Aberteifi.
These face-visors provide much needed protection for front-line workers in Ceredigion. The visors are produced on the schools’ 3-D printers.
Plans are in place to produce another 2,000 of these vital visors.
Meinir Ebbsworth, Corporate Lead Officer – Schools said, “We are extremely grateful to our staff who are using their expertise and school equipment to help others.”
Ceredigion County Council are proud of the contribution that our schools are making during this difficult and challenging times, and to all our staff and volunteers who have shown such goodwill to help others.
Ceredigion pupils receive Holocaust survivor experiences
To mark Holocaust Memorial Day, Ceredigion pupils had the opportunity to hear the story of a Holocaust survivor.
On 27 January 2020, it was the 75th anniversary of the liberation of the Nazi concentration and death camp Auschwitz-Birkenau. Dr Martin Stern MBE was five years old when he was arrested at his school.
His journey was a difficult one being close to death on a few occasions. Dr Stern moved to Britain in 1950 and became a Doctor. These days, Dr Stern is educating young people about what happened. On 29 January 2020, he came to Aberaeron to talk to a hall full of Ceredigion’s young people.
Meinir Ebbsworth, Corporate Lead Officer for Schools said, “75 years ago, the world saw images of people coming out of the camps and coming to terms with what had happened. We are so grateful to Dr Martin Stern for coming to Ceredigion to share his story and experiences. It is not easy to talk about a very dark time in the world’s history. I hope our pupils have considered what we had heard. Due to the overwhelming silence in the room when Dr Stern was speaking, I think they really appreciated the afternoon.”
The afternoon was jointly organised by Ceredigion County Council’s schools service and ERW.
Bronze-medal winning hairdresser on the road to Shanghai
Hyfforddiant Ceredigion Training (HCT) continue to lead the way in skills competitions across the UK. The latest success story is Bayley Harris, who recently qualified as a Level 2 hairdresser at HCT.
After succeeding in demanding regional and national qualifying rounds, Bayley earned a spot in the grand final of the WorldSkills UK competition which was held from 21 to 23 November 2019 at the NEC in Birmingham.
The competition took place over three full days, with Bayley having to compete in five different categories including dressing long hair, cutting, colouring, bridal hair and barbering. She finished in third place out of a total of ten top-class hairdressers, earning her the bronze medal in the awards ceremony.
As a result of her outstanding performance, Bayley has been selected for the Squad UK for the prestigious international WorldSkills Competition which will take place in Shanghai, China in 2021.
HCT hairdressing tutor Carys Randell, congratulated Bayley for doing so well in the competitions, as they were very intense and of an extremely high standard. She went on to add, “I am so proud of Bayley for coming third in the UK, and I look forward to supporting her on her next journey in Squad UK.”
The WorldSkills competition in Shanghai will feature over 1000 of the world’s most talented apprentices and students competing in over 50 different skills as they battle it out to be named the World Champion in their respective vocation.
Catrin Miles is the Cabinet member responsible for Learning Services and Life-long learning. She said, “It’s great to follow Bayley’s journey within the hairdressing industry. This latest award is a credit to her. Bayley shows where you can reach if you put your mind to work with the support of Ceredigion Training. Good luck in the UK Squad.”
All staff and learners at HCT would like to congratulate Bayley in her most recent competition success and wish her all the best in her bid to represent the UK in China in 2021.
Hyfforddiant Ceredigion Training (HCT) offers a range of vocational courses for people of all ages, including Hairdressing, Childcare, Business Administration, Information Technology, Carpentry, Plumbing, Electrics, Blacksmithing, Motor Mechanics, and Welding. For more information, find HCT on Facebook: https://www.facebook.com/HyfforddiantCeredigion, or visit the website: http://www.ceredigiontraining.co.uk/hafan.
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