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If you have received communication from us referencing an overpayment, or your account as being in credit, you are due a refund and should get in touch with our customer service team. If you have received a communication from Erudio Student Loans either by letter, telephone call, email or text advising that you are due a refund, you can contact one of our customer services colleagues on to discuss the refund process.

Customers seeking a refund, will be asked a series of data protection questions. Once we confirm we are speaking to the right person and confirm the amount of refund, the money will be refunded to you within 15 working days. In certain instances goodwill interest may be applied to your refund. Interest is based on individual circumstances. Please check your details to make sure that we hold your correct correspondence address.

If you have not received your annual statement by the end of September you can contact Erudio directly on the contact details below to request a copy statement. This will be issued to you free of charge. By Email: customerservices erudiostudentloans. The statement will show all information from the 1 September to 31 August Your annual statement provides you with a breakdown of all transactions on your loan s throughout the statement period.

All payments received will be allocated to each individual loan in line with the outstanding balance. As part of ongoing improvements, we are always seeking opportunities to be more transparent with our customers. In previous years, we have combined your loans within your annual statement.

This year your annual statement details your individual loan s and provides you with additional clarity on how your payments and interest have been allocated by loan s during the annual statement period. If you require any further information please do not hesitate to contact us on the contact details displayed below:. By e-mail: customerservices erudiostudentloans. The customer portal will enable customers to make online repayments, review their balance at each loan level, update personal details, view transactions, as well as allowing people to make repayments on behalf of others.

We accept payments from credit cards and debit cards. However, please note that we do not encourage customers to make repayments with credit cards and you may be charged a handling fee and interest by your card provider. If you are having problems making repayments on the portal, please contact us on and our customer service team will be able to help you. If you have forgotten your details, you can use the forgotten password or forgotten answers to memorable questions process.

If you cannot remember any of your details please contact us by calling A cookie is a small piece of data sent from our website and stored in your web browser while you are browsing our website. Every time you load our website the cookie allows our server to recognise your browser and your previous activity.

To view our cookie policy, click here. All Erudio customers, with the exception of those that have multiple accounts relating to different academic institutions will be able to register for an online account. Deferment applications for shared accounts are processed by the Student Loans Company, therefore, we are unable to offer this functionality. If your computer crashes before completing the repayment process then no payment will be taken and you should recommence the payment process.

If your computer crashes after the secure verification page then the payment will be processed. Customers who have any questions or queries please contact us on or email customerservices erudiostudentloans. In order to defer your repayments you need to complete and return the Deferment Application Form DAF to Erudio Student Loans and provide proof of your income or means of financial support.

You can complete an online DAF by requesting your account details from one of our customer service representatives and then registering for the customer portal. Alternatively, if you have already requested a manual DAF, your account details will have been provided. To register on the customer portal, please visit our registration page where you will be asked to enter your account details and personal information to verify that you are the account holder.

Customers will be able to begin the online process at their leisure, however, as with the manual form, they will not be able to submit either the manual or online form until 12 weeks before their deferment period finishes. This is to ensure all information submitted is up to date. The online form asks exactly the same questions as the manual form. The benefit of completing the form online is that once it is completed and you have pressed submit, Erudio will have received the online form instantly, rather than waiting for it to arrive via the postal service.

When your current deferment period expires you will be required to make monthly repayments as per the terms and conditions of your loan agreement. If you believe you are still eligible for deferment, we urge you to return a completed Deferment Application Form to us within the next 7 days.

Please note that your regular installments will remain due until your account has been successfully deferred. Your deferment will not be renewed automatically. You need to reapply for deferment every 12 months. Customers are required to tick a checkbox in order to verify the information provided and is in line with the Student Loans Company SLC terms and conditions requiring all Deferment Application Forms to be signed.

The signature is not intended to provide any additional consent above the original terms and conditions of your loan s. To enable us to process your application, you will need to provide satisfactory evidence that your income is below this threshold. Where appropriate, we will ask you to verify certain pieces of information and, if necessary, we will make checks about the evidence you have provided. The form enables Erudio Student Loans to manage all deferment applications in a fair and consistent manner and maintain a high quality of customer service.

It also allows us to process your deferment application effectively and ensures we consider all relevant income when assessing your application. Yes — Once you have started to fill out the form, you can save your progress and return to complete it at a later time and date. However, once you have started to upload any evidence, you must take the application through to completion. Yes — Once you have completed the form you will be prompted to upload any supporting evidence in relation to your application.

Please note that if you do not upload all of the evidence required your application will be classed as incomplete and you will be contacted by letter and asked to supply the missing evidence. As part of our work to ensure the on-going administration of Erudio customer accounts, we have to a new customer service platform.

The new system has been in operation within Arrow Global Group for a year and we are confident in its suitability. No, all customer information will be transferred as part of the migration process. The deferment process will be unchanged. No — payments will be taken in the same way as before. This merely reflects the change in the servicing company looking after the bank accounts. Accounts remain unchanged and as before will still be owned by Erudio Student Loans Limited.

The new customer service platform to which Erudio Student Loans customer accounts has been migrated to is owned and operated by Arrow Global Group. Any changes will be small. Customer accounts will continue to be serviced in exactly the same way as before. The deferment process will remain the same.

The changes include a new PO Box number and international dial number. All customer correspondence will be updated to reflect these. If you do not provide the required information then we may be unable to process your deferment application. If your application is incomplete we will write to you to inform you about this and ask for the missing information. That is correct. The exact rules vary according to your circumstances and when you took out your loan s. If you want more information on this please contact our Helpline on and we can provide you with more details.

If we wrote to you to confirm receipt of your Deferment Application Form and to advise that we required further information to support the application process, you need to return the form with the missing details. If you do not return the form or additional information in time you will be required to make monthly repayments as per the terms and conditions of your contract.

If you returned the information more than seven days ago and haven't heard from us you should contact us immediately on so that we can discuss this matter further. While the terms and conditions have not changed and the UK Government will continue to set the threshold income for deferment, Erudio Student Loans will be managing your account and administering the deferment process. The terms and conditions have not changed and the legal requirements to successfully apply for deferment remain the same as in previous years.

Some of the sections of the Erudio Student Loans application form require you to provide more detail, so that a better assessment of eligibility for deferment can be made. Once your application has been completed we will inform you of the outcome and let you know if any further information is required.

The deferment threshold continues to be set each year by the UK Government in accordance with the Education Student Loans Regulations , and is currently the responsibility of the Department for Education. If you complete the form and provide the required evidence that your gross income is below that threshold, your application will be processed quickly and efficiently and your deferral application should be accepted.

The form enables Erudio Student Loans to manage all deferment applications in a fair and consistent manner. It is essential that you provide the information we have asked for in the form. This enables us to process your deferral application effectively and to maintain a high quality of customer service.

We require all customers to complete and sign a Deferment Application Form DAF in order to ensure consistency and treat all customers equally and fairly. A signature is required to verify the information provided and is not intended to provide any additional consent above the original terms and conditions.

You can repay your transferred loan account s in full at any time. For information about a settlement figure or to repay your loan s in full, please contact Erudio Student Loans using the details shown on the Contact Us page. However, until and unless you make a repayment that you owe, or a deferment is agreed, we may also register that repayment has not been made with credit reference agencies and this that your account is in arrears or an arrangement.

This may impact on your ability to obtain credit in the future. In cases of genuine hardship you should contact our Helpline on to discuss your situation as soon as possible so we can tailor the right approach for you. This transfer included your Direct Debit Mandate, which is standard practice for such a transfer. Yes, a copy can be provided to you. We may pass details of your loan to credit reference agencies CRAs where your account was opened before in accordance with the terms and conditions of the loan.

Where your account was opened in or after then we may pass details of your loan to CRAs where i your account is in or has been in arrears with Erudio Student Loans or ii your account is in default or iii you have agreed that we may do this. Where your account is in deferral it will be treated in the same way as any other form of loan, which is in a payment holiday and will not be treated as a default.

If your application for deferment is successful and your account s meets one or more of the conditions as stated above, your account will be listed at the CRAs as in a payment holiday. This will confirm to the CRAs that we have agreed to temporarily stop your monthly repayments.

If your account does not meet any of the conditions stated above, it will not be listed at the CRAs. The signing and submission of your Deferment Application Form to Erudio Student Loans does not change your terms and conditions in any way in relation to any recording of information about your account. No, your loan agreement is not changing. The owner of the loans has always been permitted to use CRAs for the purposes of data validation and to share details of all loan accounts opened before and of those opened in or after that are, or have been in breach of their agreement by being in arrears or default.

The Student Loans Company has previously registered defaults with CRAs and the terms and conditions have always permitted the Student Loans Company to share data in the way detailed above. Where we are permitted to disclose this information in line with the terms and conditions of your loan agreement s , details about the status of your account will show whether your account is up to date, in deferment, in arrears or in default.

We aim to treat borrowers fairly at all times. However, we recognise that sometimes things can go wrong. If you have any concerns, please contact us on to make us aware of what your concerns are and we will try to resolve the issue as quickly as possible. If we can't resolve your issue, you can refer your complaint to the Financial Ombudsman Service at www. However, if you do not address the problem with us first you will not be entitled to complain to the Financial Ombudsman Service.

This means that you have missed a repayment or repayments due on your Erudio Student Loans account. If your account is in arrears, we would encourage you to make a repayment to bring your account back up to date as soon as you can. This is important because information about outstanding arrears may be registered with Credit Reference Agencies CRAs and your account may be registered as in default. This may affect your ability to obtain credit for things such as a home loan or even a mobile phone, both now and in the future.

If you are experiencing financial difficulties please contact us on so that we can discuss the options available to you. If you miss a contractual monthly payment in part or full , we will attempt to contact you by letter or telephone to inform you that your loan account has fallen into arrears and you are required to make a payment to bring your account back up to date. We are required by the Consumer Credit Act to send standardised letters to customers who are in arrears.

The first of which is a Notice of Sums in Arrears which will be sent to you if you miss the last two consecutive contractual payments or if the shortfall on your account is no less than the sum of the last two consecutive contractual payments. Further Notices of Sums in Arrears will be issued at six monthly intervals if your account continues to remain in arrears.

This letter gives notice of our intention to default your account with the Credit Reference Agencies and to warn you that failure to act could lead to termination of your loan agreement which means you could lose your statutory rights. You would also need to contact us immediately to arrange payment or to discuss your financial circumstances with us.

If there has been no response to the Notice of Default within the time period specified in the Notice of Default, you will receive a Termination Notice, which states your loan agreement will be terminated in seven days, and that we are requesting the full amount of your loan in seven days. As part of any collections process, our specialist in-house teams including Capquest, which is an Arrow Global Group company or our panel of specialist third party collectors may also try to contact you.

This contains some important and helpful information. The Notice of Default gives notice of our intention to default your account with the credit reference agencies and to warn you that failure to act could lead to your loan being immediately repayable in full which means you could lose your statutory rights.

Upon receiving this you would need to contact us immediately to arrange repayment or to discuss your financial circumstances. If there has been no response to the Notice of Default, you will receive a Demand in Full letter, which states your loan agreement is repayable in full immediately, and that the full outstanding value of your loan is now due.

A Notice of Default follows letters already sent to you advising you that your account is in arrears and asking for repayment. It is designed to inform you about what will happen to your account if you do not repay the amount you currently owe within the given time we have set, or if you have not contacted us to set up an alternative repayment plan.

This contains some important and helpful information to help you understand the situation. A Demand in Full letter referred to under the Consumer Credit Act as a Notice of Termination is a formal letter stating that due to lack of repayment, the full outstanding amount of your loan is now due. Please do not ignore any letters. They are important and require immediate attention. Non-repayment of your loan s may result in us taking steps to default your account requiring full and immediate repayment of your loan.

It is therefore very important that you deal with this matter now, as information regarding any outstanding arrears may be registered with credit reference agencies. It could also mean that the full outstanding amount of your loan becomes due, and you will not be eligible to defer your loan. Our UK-based customer support team will make reasonable attempts to contact customers who are in arrears.

Where possible depending on sufficient contact details being available , we will contact customers by way of written letter and telephone; as well as issuing at least one Notice of Sums in Arrears and a Notice of Default letter. We will have sent letters to the address we have registered to your account and we work hard to ensure our records are up to date, however, it is your responsibility to keep us up to date with your correct address.

To update us with the right contact details, please contact us on , and we can update your account with the right details, as well as discuss your current repayment plan. We send letters to the address we have registered to your account. If you have recently changed address or your phone number or know that either of these details will be changing very soon , please phone us on , and we can update your account accordingly, and discuss your current repayment plan.

Please note, it is a condition of your loan agreement s that you keep us informed of your current contact details. You can repay your loan amount in full at any time. For information about a settlement figure or to repay your loan s in full, please contact us on We understand that due to a range of circumstances, you might not be in a position to pay all of what you owe. Please refer to the Deferment section of our website for further information, or contact us on as soon as possible.

If you are not eligible to apply for deferment we can help devise an affordable repayment plan. The Consumer Credit Act as amended is an Act of Parliament, which sets out the rights and obligations regarding credit related issues. Non-repayment or default on your loan could impact your ability to get credit — both now and in the future. If you do not make payments that you owe, or if you default, we may pass details of your loan to credit reference agencies in accordance with the terms and conditions of your loan agreement.

This includes securing a mortgage, or in some instances, even applying for a mobile phone contract. If you want more information about which payments you have missed, please get in touch with us on We will then be able to discuss a repayment plan with you.

If you pay less than the agreed amount, it is likely to take you longer and may cost more to pay off your loan under the agreement s , as interest will be added to the unpaid amount. This information may also be shared with Credit Reference Agencies.

If you are experiencing financial difficulties and are struggling to meet your regular repayments, please contact us to discuss an affordable repayment plan. Under the original terms and conditions of the loans, notification to CRAs of default is provided for. This is standard industry practice for responsible lenders and follows other providers who have notified defaulted student loans accounts to CRAs in the past. We will write to you before notifying the credit reference agencies that your account is in default.

As per the terms and conditions of your loan, having been unable to contact you regarding your loan s or having been unable to agree a repayment plan, and aligned to the principles of responsible lending, once your account has gone into default, we have permission to report this information to the CRAs. As per the requirements under the Consumer Credit Act, we have previously issued you with regulatory letters outlining the result of your account falling into default.

We would have previously issued you with a Notice of Default NOD and if no corrective action was taken, we would follow this up with a Demand in Full letter which effectively terminates the loan conditions and calls in the full balance. We regularly send letters to the address we have registered to your account and we work hard to ensure our records are up to date. However, it is a condition of your loan agreement that you keep us up to date with your correct address and contact information.

To update us with the right contact details, please contact us on , and we can update your account with the right details, as well as to discuss your current repayment plan. If your account is in default you will have 28 days, from the date of the letter informing you of the intention to register the default with CRAs, before this action is taken. If you believe that making a payment in full is affordable to you, doing so within the 28 days from the date of the letter informing you of the intention to register the default with CRAs, will result in your account being closed and no default will be reported with the CRAs.

Please note, however, that we do not encourage you to make any payments which are unaffordable. We are happy to discuss payment options which are affordable and in line with your financial situation. Registration of default with CRAs may have a negative impact on your credit profile and may affect your ability to obtain credit in the future.

As such, we would encourage you to avoid this position and contact us to discuss your circumstances as soon as possible. During our acquisition of student loans from the Student Loans Company SLC , we identified a potential issue relating to communications that had historically been sent to customers by the SLC. Our review identified that some of these communications may not have complied with all of the requirements prescribed by the Consumer Credit Act as amended CCA.

Although we have now rectified these original issues, as a consequence of the work we needed to undertake, we were unable to send subsequent CCA communications where required, until such time that the initial issue had been resolved and balance adjustments made.

Having reviewed all accounts in light of these historic issues, we are now in a position to resume our normal processes. We have therefore begun writing to our customers who have or had arrears on their loan s since 1st March when Erudio took over the management of the loans but was completing the initial remediation activity to ensure they have had all the required CCA notifications.

We are also writing to customers who are not or who have not been in arrears to confirm when interest will be reactivated on their account. The Notice Of Sums In Arrears NOSIAs we are issuing as part of this remediation activity apply to customers who have or had arrears from the period from 1st March and also had historic arrears communications from SLC that were potentially non-compliant.

This is system generated. Their profile is typical of what I. You are commenting using your Google account. Fhesis to email this to a friend Opens in new window Click to share on Facebook Opens in new window Click to share on Reddit Opens in new window Click to share on Twitter Opens in new window. The call centre and administration seems to be entirely outsourced to a firm called Capita.

Loan offering comment spammers. Please provide details of: This can cause a delay in processing your application. A site to help anyone submit a Freedom of Information request. WhatDoTheyKnow also publishes and archives requests and responses, building a massive archive of information.

Run by Volunteers and powered by Alaveteli. Built by mySociety. For full details visit mysociety. We're seeking to fill a number of volunteer roles. Menu Close. English Cymraeg. Sign in or sign up. Search Submit Search. Pre mortgage style loans karen lane made this Freedom of Information request to Student Loans Company Limited This request has been closed to new correspondence from the public body.

Yours faithfully. Link to this Report. Your request has been allocated reference We will respond to you under the terms of the FOIA and within 20 working days. Internal review process If you are dissatisfied with the handling of your request, you have the right to ask for an internal review.

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The call centre and administration seems to be entirely outsourced to a firm called Capita. Loan offering comment spammers. Please provide details of: This can cause a delay in processing your application. A site to help anyone submit a Freedom of Information request. WhatDoTheyKnow also publishes and archives requests and responses, building a massive archive of information.

Run by Volunteers and powered by Alaveteli. Built by mySociety. For full details visit mysociety. We're seeking to fill a number of volunteer roles. Menu Close. English Cymraeg. Sign in or sign up. Search Submit Search. Pre mortgage style loans karen lane made this Freedom of Information request to Student Loans Company Limited This request has been closed to new correspondence from the public body.

Yours faithfully. Link to this Report. Your request has been allocated reference We will respond to you under the terms of the FOIA and within 20 working days. Internal review process If you are dissatisfied with the handling of your request, you have the right to ask for an internal review. We work to defend the right to FOI for everyone Help us protect your right to hold public authorities to account.

Donate Now. Act on what you've learnt Tweet this request. Share on Facebook. Write about this on Medium. Please refer to the guidance notes included with your deferment pack for assistance in completing your application.

Alternatively, please click here for further advice. If you are experiencing issues obtaining the required deferment evidence, or may not be able to maintain your monthly payment, please contact our customer services team who will be able to provide the appropriate support and advice specific to your circumstances.

If you have a specific query you may email us at mail thesis-servicing. If you would like to make a payment you can do so via the Online Payments section. The business is part of the Link Financial Group and was created in response to the ever growing demand for public and private sector higher education funding.

We operate a purpose built customer service centre and system which means we are able to manage the full life cycle of a student loan from origination to settlement. We also offer deferment and arrears management services to address the needs of those borrowers who are unable to keep to their scheduled payment plan. Thesis Servicing is committed to providing an excellent service to our clients and customers.

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Thesis Servicing is committed to providing an excellent service to our clients and customers. You can contact us by telephone on. The lender is Finance for Higher Education Ltd, a company registered in England with registered number , having its registered office at 6th Floor, Name, Thesis Servicing. Type, Student Loan. Address, Thesis Servicing,PO Box ,Caerphilly,CF83 9BX,United Kingdom. Tel. Fax. Pref. Contact Method, Phone.