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Student Loans Company: Complaints

Volume 470: debated on Tuesday 15 January 2008

To ask the Secretary of State for Innovation, Universities and Skills how many complaints have been received by the Student Loans Company on loan repayments made via HM Revenue and Customs not being recorded by the Student Loans Company or appearing on Student Loans Company statements in each of the last 12 months for which figures are available. (175398)

The Student Loans Company's (SLC) data on complaints do not record this level of detail. The SLC received a total of 343 complaints about the Income Contingent Loan scheme in the year ending 30 November 2007, details of which are set out in the following table.

Within the total number of complaints, the SLC have categorised 109 as being about deductions taken, although a number of complaints recorded under other categories may also relate to loan repayment deductions. In addition HMRC receives and responds to MP enquiries on behalf of individual borrowers where there is a mismatch between deductions taken and annual statements. The number made in 2006-07 was 41; for 2007-08 it stands at 21 to date.

Complaints received by SLC about ICL repayments

Category of complaint

Deductions taken

Incorrect advice via telephone or correspondence

Misunderstood scheme

System/clerical error

Total

2006

December

10

0

5

7

22

2007

January

10

1

13

8

32

February

10

3

20

8

41

March

9

2

19

3

33

April

7

1

11

5

24

May

15

1

18

8

42

June

8

0

12

9

29

July

9

1

20

7

37

August

11

1

17

4

33

September

1

1

2

0

4

October

2

0

4

3

9

November

17

0

7

13

37

Total

109

11

148

75

343