Complaints and appeals

We consider a complaint to be where you're not satisfied with the level of service you’ve received, and you want us to put things right. An appeal is considered to be a request to re-evaluate a decision made about your entitlement to financial help.

Making a complaint

Wherever you lived when you applied for student finance, complaints are handled by the Student Loans Company, who deliver the student finance service on behalf of the UK Government and Devolved Administrations.

• Student Loans Company - complaints procedure (opens in a new tab)

Appeals

An appeal is a formal request to review our decision on whether you are entitled to financial help. An appeal should relate to decisions or actions based on how we interpret the law or regulations (for example, on whether you are entitled to financial support or how much finance you are entitled to).

Appeals must be made within 12 months of the decision about your entitlement. However, we will consider an appeal after 12 months if:

• we believe there were good reasons for not making the appeal within the 12 months
• further evidence becomes available to support your appeal.

If we don’t accept your appeal, we’ll write to you to explain why.

In all other cases, you should follow the complaints process.