The complainant (Mrs C) raised concerns regarding the Student Awards Agency for Scotland (SAAS)'s handling of her application for Lone Parents' Grant (LPG) and Additional Childcare Grant for Lone Parents (ACG). She complained that a delay in awarding LPG caused her undue financial hardship and she is unhappy that, following her withdrawal from her course, she was unreasonably asked to repay overpaid amounts.
Specific complaint and conclusion
The complaint which has been investigated is that Mrs C was caused undue financial hardship due to the delay in SAAS accurately assessing her entitlement to, and awarding, LPG (upheld).
Redress and recommendation
The Ombudsman recommends that, in recognition of the inconvenience Mrs C experienced, and as a gesture of goodwill, SAAS consider waiving the overpaid amounts in respect of LPG, ACG and travel expenses.
SAAS have accepted the recommendation and have agreed to waive the overpaid amounts.