student-finance.service.gov.uk Reviews 

Even 1 star is too many. Dreadful service and serious questions over the organisation's ability to handle sensitive personal financial data, much less storing it safely. Being asked to upload bank statements for every bank account, showing all bank account details, is truly appalling, especially when all the information required is supplied to HMRC and the website says SFE checks with HMRC the validity of information- so check with HMRC. Even HMRC doesnt ask to submit sort codes and bank account details for every account held.
Multiple contradictory emails being received in the same household. In one 24 hour period as a family unit we received 6 emails between all of us asking us to provide information we had already provided and saying urgent action required, however on logging on to account all that is showing is that no further action is necessary. Or we received emails saying they had all the forms, leaving us confused and spending hours trying to comply. Tone of email to daughter suggesting we deliberately failed to comply with providing information when we could clearly see it on our accounts further supports the concern that SFE is not a suitable organisation to process sensitive financial data, Goodness only know where all this information ends up.

I will say, the application process for disabled students who need more funding is abit more tricky then if u have no issues at all and need no support. HOWEVER, i spent weeks/days worrying about my DSA application and my regular application because on my portal under actions to complete its a bit confusing. I spoke to an online advisor and they said to ignore this, and just to provide them with the next steps they provide. I also rang up afterwards for my DSA application to cancel it, it was that confusing. However, the person who picked up, sounded like a young gentlemen, was so reassuring and helpful, not only did he help me and reassure me that my SFE application my DSA hinder wont, he also informed me of my next steps to my SFE application aswell, confirming what the advisor told me.

Absolutely horrendous!! Everything is wrong with this system!! Couldn’t continue with my application because they said my mother had an account even though she’s never created one in her life?! Impossible to get on the phone. Finally tackled this hurdle by posting a form with her information on and then I get an email saying they’ve contacted sponsor 2 for income information, even though I never gave them any contact details for another sponsor??? I then try to phone again and also cannot get through surprise surprise. I just don’t understand why this has to be so difficult

incredibly unresponsive and lack any sense of urgency. almost impossible to contact anyone with support on an application, even though my position at university was at risk due to their lateness. a truly terrible, disgraceful service and establishment. i'd sooner pay my fees out of pocket than have to deal with SFE again.

SLC is currently owed £260 billion pounds at up to 8% interest and can't even answer a phone or process payments from a PAYE system that funnels cash directly to them.

The most frustrating, unfit for purpose company I've ever come across, if they had to earn money no one would ever use them. You are so bad, you make the rest of the UK government look as efficient as Toyota

Not fit for purpose.
Whilst the call staff are generally lovely ( once you get through after hours on hold) the system is completely unfit for purpose and has caused me unreasonable distress and frustration since 2023 which could have been avoided if they had simply been consistent and thorough.
Staff are trained to follow flow charts and not trained well enough to understand the variability of both possible situations and the solutions. They are lovely but not being equipped to help other than basic responses which often causes problems further down the line.
It’s impossible to escalate a call to speak to more senior staff who should be available to help in the less straightforward situations.
Though often it’s SF making a simple situation into an impossible web of problems.One of our children were told they had received an overpayment of 5k. The other 3k ( each had the same maintenance loan and same 2 sponsors). Both have had to manage on severely reduced maintenance loan because 2 yrs later SF still haven’t managed to get it right . . If SF had used our income details neither would have had an overpayment as our income was particularly low on the year in question.
We have spent HOURS on the phone and each time been told it’s sorted- but it isn’t . We have written and received no reply. We have done their sums for them and submitted a detailed summary 6 months ago and still no reply.
Never ever trust what they tell you. Never ever believe what they say. It’s a broken system which is not fit for purpose.

This company appears unfit for service. A Government run business that is an outlier compared to other Government services. It is almost impossible to talk to anyone at SFE. Their phone system cuts you off and asks you to use Live Chat. Live Chat closes the talk if you spend more than 3 minutes constructing a question. You ask smaller questions and the responses do not make sense. Their emails asking for data but when you check the Student Account it says it is up to date. They then up the email threat to say unless information (that has been provided) is sent it will affect the students follow on grant when the student has finished their degree. Hopeless system. SFE need to operate a telephone switchboard that is fit for service.

What is study support because I did not require this ! And would like to take the University UCLAN to court over no valid reasoning whilst on course for a first class degree ! Please see my trustpilot review !! I spent my final year of funding at Chester ! Still no degree ???

I am now on Universal Credit and back home ! I have copies of my full finance and also my transcript!

Please feel free to share!
Please see trustpilot review!

I personally feel disgusted by the treatment I have received as a UK British Citizen.

This review is purely for Casey. Previous advisors made life a lot harder than it needed to be where Casey explained everything concisely and diligently. The world would run a lot smoother if we had more Casey's in customer service.

They scam,people. I pay all amount of money back, and after 2 years I received an email from them I must own them 120 pounds, after I call them 4 times and keep me on the phone half hour, they said is an error and I must to pay only 77 pounds, which I paid. After 2 days I call them back and they said I have few peny left,crazy and when I ask why,they don't know ,said to call after 5 days again to resolve the error, Are scam people for money, go to Hell all of them

This is the worst company in the UK by a landslide. Horrible to work with. Absolutely a disgrace to the country. Never seen anything this bad in my whole life.

Grrrrrr! Arrrggg

Had rung up for a query regarding repayment. I was left on hold for 40 mins by Raz, who said it’ll be 2 mins. Didn’t have the decency to get back saying it’ll take longer just kept me on hold. Had no other choice but to end the call as no one was going to get back to call and would have still been on hold! Whilst having conversation I could also tell there were breaks taken to vape, not professional at all!!

Currently speaking with an officer on the phone, Casey, and they have been extremely helpful, kind and informative. From an unfortunately outdated system, with which I have had troubles in the past, my trust in Student Finance England is returning thanks to this delightful helper!

Thumbs up for Ashleigh working for student finance wales ! Solved my problem immediately in a very competent way .
Thank you !
Sonia

CUSTOMER REFERENCE NUMBER : 37047830089

They take too long to solve simple issues.
I repeated a year and started a new course.
They put down MENTAL HEALTH instead of ADULT NURSING and I have to wait for 21 working days for such simple correction. I need that correction and entitlement form for NHS Learning Support Fund but its taking too long .

Bloody awful service, with a barely functioning online service and no support email. And a crippling interest rate. If the governkment had guts, they would just make a graduate tax for both mainland and overseas.

I recently had the pleasure of being helped by Gina Fernandez from the Student Finance repayments team, and I cannot express how impressed I was with her exceptional customer service skills. From the moment she picked up the call, Gina was courteous, attentive, and genuinely dedicated to helping me resolve my concerns.

Her efficiency was remarkable—she quickly grasped the complexities of my situation and provided clear, concise solutions without any delay. It was evident that she possesses an incredible depth of knowledge about repayment policies and procedures, which gave me immense confidence in her guidance.

What truly set Gina apart was her ability to explain everything in a way that was easy to understand, ensuring that I felt informed and empowered every step of the way. She remained patient and kind throughout, even when I asked multiple questions.

Gina’s commitment to excellence and her personable nature made an otherwise stressful situation feel manageable. Student Finance is lucky to have such a skilled and empathetic professional on their team. Thank you, Gina, for going above and beyond—you’re a true asset to your department!

I just had to write a review. I’ve been struggling with my student finance and had so many questions I needed answers for, I called up and I can not lie the waiting time was crazy I almost hung up but that’s when Casey answered the phone, honestly answered all the questions I had and gave me addition information, the ins and outs, I went from clueless to knowing everything, they did not let me leave until everything was covered 😂 which I really appreciate! I hardly ever leave reviews but honestly Casey deserves a pay rise for real. I didn’t feel like I was being rushed or the call which is normal the feeling you get when you call up, so thank you, people that put 100% in what they do should be applauded. - Anisa