Funding dilema

I went to university around 5 years ago but had to quit my course after a year and a half due to medical reasons and the pandemic. I paid back the portion of the loan that I received for that year but didn't use and have for the past year been enrolled in an access to HE course for which I received an advanced learner loan. I planned to go back to university in September on a different course for which I would need 4 years funding and I haven't finished submitting all my financial evidence yet but I got an email recently saying that student finance will only be funding me from the 2nd year onwards due to the loans I've already received. I'm going to try and appeal as I was told that if I had to leave for medical reasons I could be entitled to an extra years funding but I wanted to ask if the advanced learner loan is being counted in the amount of loan I've already received which they're taking off my overall entitlement and also if it's normal for them to come to a decision before someone's submitted all their financial information? The financial information that's still not been submitted is my mums because she isn't able to get hold of her evidence until after the Easter holidays.