When things go wrong
Most problems can be put right quickly by phoning us and
speaking to one of our dedicated advisors.
If they are unable to resolve your concerns, you may like to
follow our formal complaints procedure which is set out in the
document below.
Before you complain, does this help?
I'm a parent and I want information about my
child's student support application. Why won't you give me the
information I need?
Why aren't my password and secret answer
working?
I don't live with my parents so why are you
asking them for information about their income?
I think my loan has been repaid in full, so
why is my employer still taking deductions from my salary?
I've just received a statement of my student
loan, why don't the deductions that were taken from my salary last
month appear on it?
How can I repay my ICR account if I live and
work abroad?
How is interest calculated and what's the
current interest rate on my loan?
I'm currently on the Repayment of Teachers
Loans Scheme. Why can't I access my account information
online?
Why are you asking me to repay my mortgage
style loan (these loans are normally pre 1998) when I earn under
the deferment threshold?
How to complain
You can make a formal complaint by:
Telephone
If you would like to make a complaint via telephone, please
call:
Email
If you would like to make a complaint via email, please contact
us at:
Letter
If you would like to make a complaint in writing, please send a
letter to us at:
Complaints Resolution Unit
Student Loans Company Limited
100 Bothwell Street
Glasgow
G2 7JD
What we will do
Our dedicated team will investigate your complaint and provide a
response within 15 working days of receipt of your complaint. If we
are experiencing any delay we will keep you informed.
We aim to resolve all complaints in our response but if you are
not satisfied with the outcome of the investigation you can ask for
a Head of Service to review your complaint. Please confirm why you
remain dissatisfied to help us resolve any outstanding issues you
may have. They will respond in writing within 15 working days
of this request.
If you are not satisfied with the response from the Head of
Service and your complaint remains unresolved you can ask for it to
be escalated to an independent assessor
Independent reviews are carried out by one of the Independent
Assessors appointed by the Department for Business, Innovation and
Skills.
If you have a mortgage style loan, usually pre-1998 then you can
contact the Financial Ombudsman Service at:
www.financialombudsman.org.uk
If you applied for finance through a Welsh Local Authority then
you may be able to refer your complaint to the Welsh Ombudsman
at:
www.ombudsman-wales.org.uk