SAAS Appeals procedure

We recognise that there may be occasions where a student considers that they have grounds to review our decision on entitlement to financial support and/or our assessment of how much support should be given. We have an appeals procedure for this.

What is an appeal?

An appeal is a formal request to review our decision and must allege an error on our part. An appeal will only be considered if it is:

  • based on us having made an incorrect assessment of factual circumstances and/or an erroneous interpretation of the law and
  • supported with relevant documentary evidence

We will also accept appeals on extenuating or mitigating circumstances or events which may be considered to have had a disadvantageous effect on studies. These requests must be supported by independent evidence such as a medical certificate.

An appeal should be raised as soon as possible after receiving our decision. You need to:

  1. Tell us what decision you are appealing.
  2. Tell us why you think our decision or assessment is wrong.
  3. Provide all the relevant documentary evidence to support the appeal. 

Requests for appeals that are not supported with the relevant evidence or are not considered to be an appeal will be treated as general correspondence and sent to the relevant branch. They will aim to reply within 28 working days.

An appeal should not be confused with a complaint where a student may be unhappy with our standard of service. Our Complaints Handling Procedure should be used for this.

Appeals process

SAAS has a two stage appeals process

Stage one

An officer from the team will consider appeals and will aim to reply within 10 working days of receipt. If this is not possible, we will make contact and advise when a response will be issued. A decision letter will be issued and will advise whether we have:

  • upheld the decision
  • not upheld the decision
  • partially upheld the decision

The letter will also advise what the next steps are.

Stage two

Students can submit a second stage appeal if they consider that the matter has not been dealt with satisfactorily. They must have further evidence which has not previously been submitted. Second stage appeals will be signed off by our Chief Executive's Office and their decision is final in terms of the Agency’s procedures. Second stage appeals will be responded to within 10 working days. If this is not possible, we will make contact and advise when a response will be issued. A decision letter will be issued and will advise whether we have:

  • upheld the decision
  • not upheld the decision
  • partially upheld the decision

How to make an appeal

Appeals can be made in writing to:

Student Awards Agency Scotland
Complaints and Appeals Team
Saughton House
Broomhouse Drive
Edinburgh
EH11 3UT

Or by email to SAASComplaints_Appeals@gov.scot

Please note we will be unable to review your appeal if you do not provide supporting evidence in your letters or emails.

Recording, monitoring and reviewing appeals

We keep a record of all appeals received and use the information to review our processes and policies and to make continuous improvements.