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Student Loans Company

Business, Innovation and Skills written question – answered on 25th February 2013.

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Photo of Diana R. Johnson Diana R. Johnson Shadow Minister (Home Affairs)

To ask the Secretary of State for Business, Innovation and Skills if he will make it his policy that the Student Loans Company records all documents which it receives by recorded delivery and provides appropriate and timely compensation when any such documents are lost.

Photo of David Willetts David Willetts Minister of State (Universities and Science)

The Student Loans Company (SLC) has robust procedures in place for the recording of special and recorded delivery documents; and for making appropriate compensation payments in respect of the loss of such documents.

As part of a process agreed with SLC, Royal Mail staff scan all recorded and special delivery documents individually; and then update their track and trace website to ensure that each item is delivered to the SLC. Each of these documents is then recorded by SLC on receipt, to ensure that both parties can reconcile each delivered item.

All items of postage received by SLC, including documentation received by special or recorded delivery, are scanned onto SLC's systems. Original documents are returned to the customer with details of the return logged on SLC's systems.

SLC considers compensation claims on a case by case basis. It will normally make compensation payments for lost documents where it has a record of receiving the documentation.

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