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Hi, thank you for your message. I am very sorry to hear about your situation and can understand this to be a difficult situation to be in. I would advise that you write them a letter setting out your case and asking them to clarify what exactly they need and when you can expect to hear back. You should also ask them to set out exactly what they need from you in writing and clarify anything you are uncertain about. If you are missing evidence you need to explain this to them and ask if there is alternative evidence that you can provide or if they can give you examples of the type of evidence that they need. You can read more about how to contact them and the application process here: https://www.gov.uk/apply-for-student-finance. You can read more about eligibility here: https://www.gov.uk/student-finance/who-qualifies
I hope this helps and I wish you all the best in dealing with this matter. Please do not hesitate to contact me should you have further questions regarding this matter. I am happy to answer follow-up questions - please do get in touch with extra information or further queries and I will do my best to help you. Best wishes.