Guidance

Independent Assessors for SLC: Terms of Reference

The terms of reference for independent assessors to handle student finance appeals and complaints

From:
Student Loans Company
Published
5 February 2020
Last updated
2 December 2021 — See all updates

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Independent Assessors for SLC Terms of Reference

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Details

Independent Assessors (IA) are appointed by the UK and Welsh Ministers to review appeals and complaints by student finance customers where SLC’s process has been exhausted.

The IAs operate in accordance with the Terms of Reference set by Ministers.

IA Request Process:

The following step-by-step guide details what will happen if you request an independent review:

  • SLC will acknowledge your request and give you an estimated timescale for your case to be prepared and passed to an IA for review.

  • Your case file will be reviewed to ensure SLC’s process has been exhausted and that all relevant information is included.

  • The IA will be given the information required to carry out their review. This will include all your complaint/appeal correspondence and relevant telephone phone call recordings.

  • We will write to you to confirm when your case has been passed to the IA, providing you with the IA’s name, a copy of the case summary and list of documents provided. You will have the opportunity to provide the IA with additional comments or information but IAs are not able to speak directly with customers.

Cases are escalated to an IA in date order from the date the request is received.

IA Outcome Process:

Once the independent review has been completed by the IA:

  • They will send their report to you, and the UK or Welsh Ministers (as appropriate) via SLC, at the same time and within 28 days of receiving your case. You will be contacted if there will be any delays.

  • SLC will implement all the IA’s recommendations unless we are instructed not to do so by Ministers. IA recommendations will require Government approval, and in some cases, it can take some time for Government to review these and provide SLC with their decision.

The independent review concludes the process.

If you do not accept the IA’s findings you may wish to seek legal advice on what options are available to you. This may include referring your concerns to the relevant Ombudsman.

England: www.ombudsman.org.uk/

Wales: www.ombudsman.wales/

Scotland: www.spso.org.uk/

Northern Ireland: www.nipso.org.uk

Published 5 February 2020
Last updated 2 December 2021 + show all updates

  1. Updating Independent Assessors Terms of Reference

  2. Edited details section to provide more information about the process.

  3. First published.