Mr X complained that Student Loans Company failed to respond and resolve the complaint he submitted in September 2025 and February 2026.The Ombudsman found that, while the Body had called the complainant on two occasions to discuss the complaint, it had not provided a formal complaint response in writing which outlines the next stage to escalate the complaint. The Ombudsman said this caused uncertainty and frustration for Mr X and decided to settle the complaint without an investigation.The Ombudsman sought and gained the Body’s agreement to, within 4 weeks, offer an apology to Mr X for not informing him of the next step of the complaints process, provide an explanation on how the issue can be resolved and provide a written complaint response.
