An error by Student Finance?

Hello,

I have just started my third year at university
and I recently learned that SFE have not granted me a tuition fee loan.
Now here is where it gets complicated:
I essentially repeated the second year of a 4 year undergraduate degre twice. I.e I used up my gift year during my first repeat of second year and then due to a series of issues, I retook several modules the following academic year (for which I was also granted a tuition fee loan based on my CPR)
I then decided to switch from a 4 year degree to a 3 year degree in the same department and at the same university and I was expecting that to be funded seeing as I have entered into the third year of my new course. Am I mistaken?
I phoned SFE and the advisor I spoke to was suggesting that I apply for 'Compelling Personal Reasons' in order to be granted tuition to fund this new academic year? That doesn't sound right to me as I am entering a new level of study rather than repeating 😕

I had not been previously been in higher education prior to coming to this university

Any advice would be appreciated,
Many thanks