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 wish to
follow our formal complaints procedure, set out in the document:
How to make a complaint
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
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
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
How to complain
You can make a formal complaint by:
If you would like to make a complaint via telephone, please
If you would like to make a complaint via email, you can either
contact us at:
or complete the form below and email this to the address
You can use the Online Customer Complaint form and email address
- Make a new complaint
- Escalate an existing complaint if you've already had a response
from our Customer Relations Unit and are unhappy with the
- Check on an existing complaint
One of our advisors will acknowledge your complaint within 5
working days of receiving it.
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
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
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
If you applied for finance through a Welsh Local Authority then
you may be able to refer your complaint to the Welsh Ombudsman
Appealing against a decision
by Student Finance England in regards to funding
For students to appeal against Student Finance England's
decision on their funding: