Making a complaint

If you're unhappy with a decision we have made about your student finance you have the right to ask for it to be reviewed. Talk to us first - this is often the quickest way to resolve things. Otherwise, you can ask for a decision to be reviewed.

If you have a service complaint it is best to talk to us first - this is often the quickest way to resolve things. You can talk to one of our staff by calling us
We are open Monday to Friday from 8am to 5pm. If we are unable to sort your issue out straight away, we will make sure that it is looked at by the right group of people.

Otherwise you can email us

When you make a complaint please tell us:

• your name
• your address and contact details
• your client number
• details about the complaint.

We ask for your contact details so we can respond directly to you. However if you wish to make a complaint anonymously it will be treated with the same level of importance.

We'll try and resolve it straight away.

If we need to work with others, it may take longer. You'll always be advised when it has been received and when it has been resolved.

We'll do our best to ensure that you are satisfied with the outcome of your complaint. However, if you're not satisfied, there are other people you can contact such as:

• your local Member of Parliament
• the Minister of Social Development
• the Ombudsman
• the Privacy Commissioner