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.
Source · PSOW (Public Services Ombudsman for Wales)
Welsh Government - Student Loans Company
PSOW (Public Services Ombudsman for Wales)
Resolved / Early Resolution
Reference PSOW-202510165
Sector Welsh Government
Category Finance and Taxation
Decided 08 May 2026
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Full decision
Other decisions involving Welsh Government - Student Loans Company
| Reference | Date | Summary | Outcome |
|---|---|---|---|
| PSOW-202507034 | 18 Dec 2025 | Mx M complained about a delay in the Student Loans Company responding to an appeal about a decision it had … | Resolved / Early Resolution |
| PSOW-202301848 | 05 Jan 2024 | Ms A complained about the service provided by the Student Loans Company in relation to her student funding. Specifically, she … | Resolved / Early Resolution |