Complaints
If you are not satisfied with any aspect of our service please contact the last department that you dealt with and they will do their best to ensure that any problems you are experiencing are sorted out quickly. We hope that most issues can be sorted out at this stage.
However we recognise that in some instances this will not be possible and you may wish to take your complaint further.
Information about how to register an official complaint can be found in links below:
Customer Complaints leaflet (English version) (235kB)
Customer Complaints leaflet (Welsh version) (354kB)
Customer Complaints Handling Policy (56kB)
We sincerely hope that we will be able to sort out all your issues.
With effect from 6 April 2007, customers with mortgage style loans are covered by the Financial Ombudsman Service.
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Website: www.financial-ombudsman.org.uk
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0845 080 1800
Data Protection
If your complaint relates to the Student Loans Company’s handling of a data protection matter or a request for information in terms of the Freedom of Information Act 2000 and you remain dissatisfied after following our internal procedures, you may wish to contact the Information Commissioner.
The Student Loans Company Ltd is an affiliate member of the Credit Services Association. We ensure that our collections operation adheres to the Association’s strict code of practice.
We apply the regulations laid down by the Government under which loans are given and repaid. If you have any issue with Government policy, this should taken up with the Department for Innovation Universities and Skills, the Enterprise, Transport, and Lifelong Learning Department (ETLLD) at the Scottish Executive, the Department for Employment and Learning for Northern Ireland (DEL), the Department for Training and Education at the Welsh Assembly (DTE) - whichever is appropriate - or your Member of Parliament.
Improving our service
We monitor all telephone calls and regularly call customers back to ensure that they are happy with the service they have just received. To help improve our service further we also undertake customer surveys which tell us what kind of service you want and then take appropriate action.
We are committed to resolving any problems or issues quickly and effectively. So if you think something has gone wrong, we want to know about it and will work with you to try to put it right.