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.”
Cadarnhau lleoliad ysgol ardal newydd yn Nyffryn Aeron
YN 2019, ymatebodd Cabinet Cyngor Sir Ceredigion i’r ymgynghoriad cyhoeddus helaeth ar leoliad ysgol ardal newydd yn Nyffryn Aeron.
Ers hynny, mae’r Cyngor wedi bod wrthi’n caffael tir ar gyfer yr ysgol ardal newydd, a gall gadarnhau bod tir wedi’i brynu at y diben hwn yn y lleoliad isod.
Roedd barn gref bod rhanddeiliaid yn dymuno gweld yr ysgol yn cael ei lleoli ar safle newydd, ac nid ar gampws Theatr Felinfach yn unol ag un o’r opsiynau arfaethedig gwreiddiol.
Bydd ysgolion cynradd Ciliau Parc, Felinfach a Dihewyd i gyd yn cau er mwyn ffurfio ysgol newydd yn Nyffryn Aeron.
Y Cynghorydd Catrin Miles yw’r aelod Cabinet sy’n gyfrifol am Ysgolion, Dysgu Gydol Oes a Sgiliau, Cymorth ac Ymyrraeth. Dywedodd: “Rwy’n falch iawn o weld bod y Cyngor wedi llwyddo i brynu’r lleoliad hwn ar gyfer yr ysgol ardal newydd. Bydd yr ysgol newydd yn darparu offer a chyfleusterau modern ar gyfer disgyblion oedran cynradd a bydd yn sicr yn ychwanegiad cyfoethog i Ddyffryn Aeron.”
Gall y Cyngor nawr fwrw ymlaen â’r camau nesaf, sy’n cynnwys sefydlu Corff Llywodraethu Cysgodol ar gyfer yr ysgol newydd.
Bydd rhagor o wybodaeth yn cael ei chyhoeddi maes o law.
Location of new Aeron Valley area school confirmed
IN 2019, Ceredigion County Council’s Cabinet responded to the extensive public consultation on the location of a new area school in the Aeron Valley.
Since then, the Council has been in the process of acquiring land for the new area school and can confirm that land has been purchased for this purpose at the location below.
There was a strong view that stakeholders wished to see the school located on a new site, and not on the Felinfach Theatre campus as per one of the original proposed options.
Ciliau Parc, Felinfach and Dihewyd primary schools will all close in order to form a new school in the Aeron Valley.
Councillor Catrin Miles is the Cabinet member responsible for Schools, Lifelong Learning & Skills, Support and Intervention. She said: “I’m thrilled to see that the Council was successful in purchasing this location for the new area school. The new school will provide modern facilities and equipment for primary age pupils and will certainly be a rich addition to the Aeron Valley.”
The Council can now proceed with the next steps which includes establishing a Shadow Governing Body for the new school.
Further information will be announced in due course.
Ceredigion shortlisted for Youth Excellence Awards 2021
THE YOUTH WORK EXCELLENCE AWARDS is an opportunity to recognise and celebrate outstanding youth work projects, youth workers and those involved in youth work across Wales including volunteers, managers and community partners.
Youth work provides and facilitates an environment within which young people can relax, have fun, and feel secure, supported and valued. Through non-formal and informal educational opportunities and experiences, youth work approaches challenge young people to enhance their life chances.
In 2019, Ceredigion Youth Service were successful in having two projects and one volunteer shortlisted with two winning their respective categories. This year, Youth Worker Rebecca Williams has been shortlisted for the Outstanding Youth Worker category.
Team Manager for Community Youth Work and Prevention, Gwen Evans said: “We decided as a service to nominate Rebecca because we recognised the outstanding efforts and commitment that she has shown throughout the pandemic and continues to have an exceptional impact on the lives of young people. Since the Covid-19 outbreak, Rebecca has adapted her work to be both digital and in-person focussed depending on the needs of young people, ensuring that young people do not feel isolated and are included in online activities, phone calls and door step visits which have recently increased to wellbeing walks and structured activity groups.”
In addition to this, Ceredigion Young Farmers Club have also been shortlisted for the award ‘Demonstrating excellence at a local level in Partnership Planning and delivery’ for the collaborative approach that they’ve shown throughout the pandemic.
Councillor Catrin Miles is the Cabinet member responsible for Schools, Lifelong Learning & Skills, Support and Intervention. She said: “Young Farmers Clubs across Ceredigion have been supporting their local rural communities during the COVID-19 pandemic. From delivering essential groceries and collecting prescriptions to walking dogs and checking in on the most vulnerable, YFC members, young people, have stepped up and rallied around their communities. We feel that the response of Ceredigion YFC during the pandemic is an excellent example of how the firm foundations of good quality Youth Work has made a positive difference to the lives of vulnerable people and communities during an incredibly challenging year.”
Elen James, Corporate Lead Officer for Porth Cymorth Cynnar said: “It is fantastic for the service to have these recognitions for the hard work and resilience that has been shown throughout this period. It’s a testament to them as individuals and the teamwork that has been shown for the benefit of young people and their communities. We have also recently been awarded with additional Youth Support Grant funding to develop Welsh language activities as well as developing the work around early emotional and mental health support for young people. This will enable us to continue to work closely and effectively with a wide range of voluntary and third sector partners to develop opportunities for children, young people and their families.”
All nominations will be assessed by a panel of judges made up of young people and representatives from the youth work sector in Wales. The Award Ceremony will take place virtually on 9 December where all finalists will be announced.
For more information about the work of Porth Cymorth Cynnar and the Support and Prevention Service, visit their Facebook, Twitter or Instagram page at @GICeredigionYS. You can also visit their website at www.giceredigionys.co.uk or email email@example.com.
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