Student loans - Customer service issue
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You can apply for loans to cover your tuition fees and living costs, as well as receive extra help if you have a child, disability or an adult dependant. Funding is available whether you are studying full-time or part-time.
The loans available can differ based on which country you live in the UK and also based on the type of study (Higher, Further or Post Graduate).You should know
Student loans are authorised by the Government through the Student Loans Company (SLC).
What financial help you can get depends on the course you study, where you live while you are studying and your individual circumstances. Most full-time students can get a tuition fee loan to cover the full cost of tuition fees and a maintenance loan to cover the cost of living expenses.
You don’t normally have to pay the loan back until you’ve left college or university and your income has reached a certain amount.
If you have an issue with the service you receive from Student Loans Company, you should use Resolver to submit your complaint. The Student Loans Company (SLC) will investigate your complaint and provide a response within 15 working days.
If you’re not satisfied with the response you can ask for a senior manager to review your complaint. They’ll aim to respond in writing within 15 working days of you submitting your complaint.
And finally, if you’re still unhappy you can ask for your complaint to be referred to our Independent Assessors. Independent Assessors are independent of SLC and conduct impartial investigations into cases which haven’t been resolved by SLC’s internal complaints review process.
Review by an Independent Assessor is the final stage of the SLC complaints process.
If you remain dissatisfied with the outcome you may wish to seek legal advice on what options are available to you. This may include referring your concerns to the relevant Ombudsman.
The Ombudsman will normally expect you to have gone through the full SLC complaints process before they’ll consider your case.
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