Anyone else have bad experiences with Capita DSA?
I saw a post by @DSA Expert https://www.thestudentroom.co.uk/member.php?u=7455373 about how Capita's system basically doesn't work at all and is getting people's info lost etc., and i was wondering how many people have had a bad experience with them.
My experience has made me absolutely livid as they've been completely incompetent. Every time i've tried to change anything to do with my DSA they have ignored my emails for weeks, and i've had to call them to get them to do anything.
Recently, i had to request more mentoring hours to help me before i go on a placement year and they ignored my mentor's email (marked as urgent) for 21 days. I then followed up on email which they ignored, so i called them and they basically said they'd look into it but it will take 10 days (i can't even use the hours in that time because placement starts before that). Then I called their complaints team, who hung up on me mid-sentence. I called again and they said they would mark my request as urgent but it will still take time. They then emailed me to get more info about my issue, my CRN & name, etc. which was already in the original email, but i replied with all the info anyway.
Because all of this just doesn't seem like it's working, I called student finance's complaints department who escalated it to a senior person, who said that even they don't have any specific contact details for capita departments, just their general email address, but they are going to try and speed it up for me.
All this has just made me feel like the whole system is deeply flawed and we need to hold student finance and capita accountable. So please if you've had a bad experience with Capita DSA, please please please make a complaint to the student loans company (SLC)
This page details how to make a complaint, it helps if you give as much info/evidence as possible in your email.
https://www.gov.uk/government/organisations/student-loans-company/about/complaints-procedure
"[email protected]"
I am also tempted to complain to the Department for Education as SFE is a collaboration between SLC and DfE.
https://form.education.gov.uk/service/Contact_the_Department_for_Education
https://www.gov.uk/government/organisations/department-for-education
My experience has made me absolutely livid as they've been completely incompetent. Every time i've tried to change anything to do with my DSA they have ignored my emails for weeks, and i've had to call them to get them to do anything.
Recently, i had to request more mentoring hours to help me before i go on a placement year and they ignored my mentor's email (marked as urgent) for 21 days. I then followed up on email which they ignored, so i called them and they basically said they'd look into it but it will take 10 days (i can't even use the hours in that time because placement starts before that). Then I called their complaints team, who hung up on me mid-sentence. I called again and they said they would mark my request as urgent but it will still take time. They then emailed me to get more info about my issue, my CRN & name, etc. which was already in the original email, but i replied with all the info anyway.
Because all of this just doesn't seem like it's working, I called student finance's complaints department who escalated it to a senior person, who said that even they don't have any specific contact details for capita departments, just their general email address, but they are going to try and speed it up for me.
All this has just made me feel like the whole system is deeply flawed and we need to hold student finance and capita accountable. So please if you've had a bad experience with Capita DSA, please please please make a complaint to the student loans company (SLC)
This page details how to make a complaint, it helps if you give as much info/evidence as possible in your email.
https://www.gov.uk/government/organisations/student-loans-company/about/complaints-procedure
"[email protected]"
I am also tempted to complain to the Department for Education as SFE is a collaboration between SLC and DfE.
https://form.education.gov.uk/service/Contact_the_Department_for_Education
https://www.gov.uk/government/organisations/department-for-education
Reply 1
10
Yes I have.
I had my initial DSA assessment with Capital last week on 17 June and they are complete idiots with me. My DSA application was brought to my attention mid February this year and I filled and submitted it in mid March.
During my assessment last week, I was suddenly told (by the assessor) that SFE AND my university required a visa for me, and this was despite the fact 1) I have a british passport 2) I was born in Dublin, Republic of Ireland and 3) according to gov.uk (official government website) Republic of Ireland nationals have a right to live and work in UK WITHOUT A VISA before and after brexit. Not only that if my university needed a visa out of me there was NO WAY they would tell DSA to tell me this piece of information.
It is very odd I know Capita also told me my application was for the next academic year (2025-2026) year when the application for that isn't even open or live yet according to SFE. so something doesn't add up I have complained but was told I have no rights complaining which was very very odd
I had my initial DSA assessment with Capital last week on 17 June and they are complete idiots with me. My DSA application was brought to my attention mid February this year and I filled and submitted it in mid March.
During my assessment last week, I was suddenly told (by the assessor) that SFE AND my university required a visa for me, and this was despite the fact 1) I have a british passport 2) I was born in Dublin, Republic of Ireland and 3) according to gov.uk (official government website) Republic of Ireland nationals have a right to live and work in UK WITHOUT A VISA before and after brexit. Not only that if my university needed a visa out of me there was NO WAY they would tell DSA to tell me this piece of information.
It is very odd I know Capita also told me my application was for the next academic year (2025-2026) year when the application for that isn't even open or live yet according to SFE. so something doesn't add up I have complained but was told I have no rights complaining which was very very odd
Reply 2
So I'm currently going through a serious complaints process with SLC because of Capita. SLC are refussing to address it until Capita do, which I have outlined multiple times that I require an adjustment to this restriction because they have caused me so much anquish I am too anxious to engage with them - plus they have failed me so many times when I did informally raise complaints and spoke to the complaints line that I have no trust in them. They haven't even acknowledged the SLC forwarding of ym complaint for over 8 working days now. SLC have a legal duty to make adjustments to processes, procedures and protocols where there is an identified disadvantage to a disabled person if they do not. So it's now going to have to be ascalted.
Let me just say that I have been through the DSA process 3 times before now. in 2012, 2017 and 2020 and I have never, not once had a single complaint or issue. I am also an Equalities professional, so I know what i'm entitled to and what I qualify for, or need to demonstrate the functional need for it. Capita have failed so significantly that they wont even recommend something I have had approved previously because they don;t recognise my evidence as enough, stating vague "changes to DSA guidance" as justification. Well, I reviewed their FULL guidance pack for assessors and I was right. The changes made do not change my entitlement in the slightest.
I have requested as a resolution to switch to Study Tech who I have heard are considerably better - likely because its a company designed and run by experts on disability equipment and technology, unlike capita who hire sub-par people with a vague link to health or disability, and likely give sub-bar basic training. I would love to start a campaign against Capita for students who have had a terrible experience to take to SLC. Capita do not deserve to have this tenure or deliver any of the DSA process. @DSA Expert anything we can do?
Let me just say that I have been through the DSA process 3 times before now. in 2012, 2017 and 2020 and I have never, not once had a single complaint or issue. I am also an Equalities professional, so I know what i'm entitled to and what I qualify for, or need to demonstrate the functional need for it. Capita have failed so significantly that they wont even recommend something I have had approved previously because they don;t recognise my evidence as enough, stating vague "changes to DSA guidance" as justification. Well, I reviewed their FULL guidance pack for assessors and I was right. The changes made do not change my entitlement in the slightest.
I have requested as a resolution to switch to Study Tech who I have heard are considerably better - likely because its a company designed and run by experts on disability equipment and technology, unlike capita who hire sub-par people with a vague link to health or disability, and likely give sub-bar basic training. I would love to start a campaign against Capita for students who have had a terrible experience to take to SLC. Capita do not deserve to have this tenure or deliver any of the DSA process. @DSA Expert anything we can do?
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