Last updated: 01 April 2021
Complaints and appeals
We consider a complaint to be where you're not satisfied with our products or services, and you want us to solve the problem. 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.
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).
In all other cases, you should follow the complaints process.