Guides › Public Services › Student Loans Company Complaint
Student Loans Company Complaint
You can complain to the Student Loans Company by phone, email or post. It acknowledges within 5 working days and aims to give a detailed response within 20 working days. If you are still unhappy, ask for your complaint to go to an Independent Assessor, who is appointed by Ministers.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
How It Works
The Stages
Complain by phone, email (put your CRN in the subject) or post. SLC acknowledges within 5 working days and aims to respond within 20 working days (longer for complex cases, with updates). If unhappy, reply to the officer handling it and ask for an Independent Assessor, appointed by Ministers and not employed by SLC. The Assessor cannot overturn correctly made decisions; this ends the complaints process. source
Time Limits
Complain as soon as possible. Complaints made more than 12 months after the event are only considered with good reason. Disagreements about your entitlement go through the appeals process instead. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 20 working daysSLC detailed responseAfter your complaint
- 12 monthsUsual time to complainAfter the event
Steps to Take
Step 1 of 5
Have your Customer Reference Number (CRN) ready.
Step 2 of 5
Complain by email, phone or post.
Step 3 of 5
Keep records of payments and letters.
Step 4 of 5
Ask for the Independent Assessor if unhappy.
Step 5 of 5
For entitlement decisions, use the appeals process.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Student Loans Company
Complaints and Independent Assessor.
Good to Know
Small things that make your complaint stronger.
Check repayments on your payslip against your online account.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- gov.uk/government/organisations/student-loans-company/about/complaints-procedure Checked 13 October 2026