UCL fee status - UK citizen and family residing in the EU

UCL did not ask for the proper documentation to evaluate fee status prior to making an offer so they made an offer as "overseas". No documentation was offered and when we called they claimed that "a decision was made based on UCAS information". This is patently false...they never asked for a fee status form nor asked for further info. We sent a request via the portal to be considered under this category and they say they will respond with 10 days to our request. Any advice on how to proceed? All other unis have sent fee status requests and frankly I am flabbergasted ...

I think you're assuming malicious intent on UCLs part unnecessarily here. It's pretty normal for them to assess on the basis of the UCAS form and then if a student raises it, they'll send a fee assessment form and review that and if necessary change the offer in line with that. I had the same thing happen at SOAS as well as UCL.
I appreciate it's stressful as an applicant but remember it's not the end of the world and not all universities have the same processes

I think you're assuming malicious intent on UCLs part unnecessarily here. It's pretty normal for them to assess on the basis of the UCAS form and then if a student raises it, they'll send a fee assessment form and review that and if necessary change the offer in line with that. I had the same thing happen at SOAS as well as UCL.
I appreciate it's stressful as an applicant but remember it's not the end of the world and not all universities have the same processes

I think you are being very kind. When we spoke to the admissions rep on the phone she insisted that the decision was made correctly based on UCAS -- even though student's fee status situation was clearly mentioned in the UCAS form and we clarified that no documentation was ever requested. All other UK universities applied home fees in the offer. What concerns me is that we have repeatedly requested a fee status questionnaire both orally and in writing and UCL is not sending it. I am wondering what the appropriate next escalation step is. This is a black and white case-- the student qualifies for home fees. The issue is that UCL is denying them without doing any evaluation.

I believe when I did it the fee status questionnaire was requested via portico, so I would recommend checking that.
However this site does indicate any appeals need to be submitted in writing - although that's also probably via portico anyway: https://www.ucl.ac.uk/students/fees-and-funding/pay-your-fees/fee-schedules/student-fee-status
Portico should be back up after the recent update, so I'd suggest checking that in the first instance.

Request was made via Portico and they are not responding. Will wait until next week and then escalate. Issue is that they claim "decision was made" but it was made with NO DOCUMENTS... I am very confused but will pursue further... as I said, case is black and white-- all other schools have classified as home fees. The problem here is that they refuse to send the fee status form. I think I will call UKCISA tomorrow for advice.

When did you submit the request in portico? I ask as it was down for maintenance for a week or so and only reopened (both for applicants and current staff/students) in the couple days. Also bear in mind this is the last week of teaching term so there's a fair bit going on for admin teams otherwise!
Bear in mind you don't need to make any decisions on choices until May (if you receive all decisions by the end of March) or June (if you receive all decisions by May). There's plenty of time to resolve this so try and avoid feeling unduly pressured - also remember universities are normally closed from later December to early January (including admissions) so you may not be able to resolve this until when everyone returns in early January - this is not unusual (it's standard in the HE sector) and as noted you still will have plenty of time to resolve this.
I appreciate that waiting is rather anxiety inducing but I think you're turning this into a bit of a spiral of negativity which isn't helpful for you and may make interactions with the university more challenging if you bring that into those. Try and take a step back and a breather and be reassured that there is plenty of time and opportunity to resolve this and it's not the end of the world - it's a very solvable issue as I myself have experienced

You are correct. It is just annoying!