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CSLM7050 | Complaints: student loan complaints: complaints - failure to deduct

From HM Revenue & Customs · Collection of Student Loans Manual

Falure to deduct may be due to:

  • A failure to match the Student Loans Company and HMRC records. This may have resulted from incorrect information from the borrower, the Student Loans Company or HMRC

  • A failure to issue a Start Notice to the employer. This may result from technical failure by the Student Loans Company or HMRC

  • The Employer's failure to start making deductions

These errors can be rectified without the need for a formal complaint.

They should first speak to their employer to check if a start notice has been recieved, and prompt to action if it has.

If a start notice has not been received by the employer, the borrower can contact HRMC who can investigate the situation further to understand the root of the error. The HMRC advisor will advise on the appropriate next actions.