Credit where credit is due, a MSD staff member phoned me this afternoon after being made aware of this post. He was not only competent, but most agreeable. Indeed, he was genuinely disappointed to hear of these problems, most of which have come about because of changes in the way parental income is scoped from 2012 - so politicians again :) So big ups for the phone call, I don't think my clients will be having problems into the future due to processes set in place.
It doesn’t matter where you stand politically on the matter of student loans and allowances, if we are going to have such a system, then it needs to work better than under the uber-bureaucracy operating it currently. That department is a working example of why you wouldn’t want a government running anything: labyrinthine - it’s easier doing the paperwork for a million dollar bank mortgage than a $14k student allowance - and as with the public sector, a culture that has no notion of the importance of privacy. The below is simply a letter with names taken out to be an open letter.