How to complain if you're unhappy with the service you've had from the Student Loans Company.

Making a formal complaint

At the Student Loans Company (SLC) we always try to get things right first time. However, sometimes things can go wrong and you may not be happy with our service. If so, let us know and we’ll do all we can to put it right. Queries can often be settled quickly and easily by phoning us and speaking to one of our customer advisers. If you’ve spoken to an adviser and your issue hasn’t been resolved, you can register a complaint.

SLC can accept complaints from third parties if the customer has given them permission. This could be Power of Attorney, consent to share or a deputyship order.

Information you need to include in your complaint

Give us as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly.

You should include:

  • your customer reference number
  • your full name and address
  • details of what happened and when
  • what you think we should do to put it right
  • a contact number and a convenient time to call you

If you’re acting on behalf of a customer, you also need to tell us your full name and address, your date of birth, your relationship to the customer and the consent to share password (if you have one).

Our commitment to you

We will acknowledge your complaint within 5 working days of receiving it. Our dedicated team will the investigate your complaint and provide a response within 15 working days of receipt. If we’re experiencing any delays, we’ll keep you informed.

We aim to resolve all complaints in our first response, but if you’re not happy with our response you can ask for a senior manager to review your complaint. You’ll need to tell us why, to help us address any outstanding issues.

What to do if you're still not satisfied

If your complaint still remains unresolved, you can ask for it to be escalated to an Independent Assessor where they will carry out an impartial review. This is the final stage of the SLC complaints process.

Contact us

You can make a formal complaint by phone, email or post.

By phone

We welcome next generation text service calls.

UK: 0300 100 0601
Overseas: +44 141 243 3660
Monday to Friday, 8am to 8pm
Saturday, 9am to 4pm

Find out about call charges.

We welcome calls in Welsh.

By email

You should include your customer reference number in the email subject header.

This email address is being protected from spambots. You need JavaScript enabled to view it.

By post

Customer Relations
Student Loans Company
100 Bothwell Street
Glasgow
G2 7JD

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Published 13 September 2019