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HMRC internal manual

Collection of Student Loans Manual

HM Revenue & Customs
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About CSL: contact points: introduction

Various Help Lines and contact points have been made available for staff, borrowers andemployers if they require assistance with the Student Loans scheme.

When contacting a Help Line, or when providing a Help Line number to a customer, pleasenote the following points

  • Do not divulge staff Help Line numbers to customers
  • Do not ask customers to contact the Student Loans Company because you cannot understand the query or cannot quickly find the answer. Only ask the customer to contact the Student Loans Company if you are satisfied that the query is proper to them
  • See CSLM3000 onwards on dealing with Student Loan queries. This section summarises the areas of responsibility for both the Student Loans Company and HMRC
  • See CSLM10000 onwards for lists of questions and answers. This may enable you to handle a query quickly