Complaints procedure – Student Loans Company

Our complaints procedure was updated on March 31, 2021. Any new complaints received on or after April 1 will follow our updated process.

File a formal complaint

At the Student Loans Corporation (SLC), we always try to get it right the first time. However, sometimes things can go wrong and you may not be happy with our service. If this is the case, let us know and we’ll do our best to fix it. Queries can often be resolved quickly and easily by call us and speak to one of our customer advisers.

SLC may accept third party claims if the customer (student or reimburser) has given them permission to do so on their behalf. If you are acting on behalf of a student or a refundor, please be aware that we will not provide you with the information we hold about a student unless we know that the student has given their consent. This can be done via the own SLC ‘consent to share‘treat.

For more information and for assistance with our complaints process, please visit SLC Complaints Flyer for information.

Information you must include in your complaint

To help us deal with your complaint quickly, please give us as much information as possible, as this will help us understand the issue and gather all the relevant information quickly.

You must include:

  • your customer reference number (CRN)
  • your date of birth
  • your full name and address (this must be the same as the one we hold in our systems for you)
  • details of what happened and when – include anything you want us to consider or investigate
  • what you think we should do to fix it
  • a contact number and a convenient time to call you

By providing these details, it will allow us to deal with your complaint as quickly as possible.

Our commitment to you

We aim to fully investigate and resolve all complaints in our first response.

We will contact you to acknowledge receipt of your complaint within 5 working days of receipt. It will then be assigned to one of our dedicated customer relations officers to investigate and you can expect a full response within 15 business days of receiving your complaint.

We aim to deal with all complaints within these timeframes. Sometimes a complaint can be very complex and we may need to extend the time frame beyond 15 days to allow us to fully process and respond to the complaint. If this is the case, we will contact you and promise to keep you informed of the progress of the investigation, the reasons for the delay and any further delays.

What to do if you are still not satisfied

Independent Assessors (IAs) are appointed by Ministers and are not employed by SLC. AIs lead a impartial review of your appeal / complaint, but have no legal power to overrule decisions that were properly made. Implementing agencies can make recommendations that the SLC will implement unless ministers have instructed them not to do so. The independent review concludes the complaints process.

Contact us

You can file a formal complaint by phone, email or mail.

By telephone

We welcome Relay calls to UK.

Student finance England

United Kingdom: 0300 100 0601

Overseas: +44 141 243 3660

Monday to Friday 8 a.m. to 8 p.m.

Saturday and Sunday from 9 a.m. to 4 p.m.

Student finance in Wales

0300 200 4050

Monday to Friday, from 8am to 18pm

We accept calls in Welsh.

Refund

United Kingdom: 0300 100 0601

Overseas: +44 141 243 3660

Monday to Friday 8 a.m. to 8 p.m.

Discover call charges.

By email

You must include your customer reference number in the subject line header of the email.

customer_complaints@slc.co.uk

By mail

Customer relationship

Student loan company

100 Bothwell Street

Glasgow

G2 7JD


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