FAQs

You can find answers to the most commonly asked questions below

FAQs

You can find answers to the most commonly asked questions below

What happens if my circumstances change?

Should there be a change of circumstance – including name or address change – please send us the revised details, writing to the address listed in the Contacts page. If you are unable to make your repayments as a result of a change in circumstance, please call us on 0333 003 7258 to discuss the situation further.

If, at any time, your income drops below the threshold level established for loan repayments by the Government and you wish to apply to defer your payments, please contact us on 0333 003 7257 . The income threshold for the 2016/2017 academic year is £29,126 (equivalent to £2,427.17 per month).

Please note that deferment can be backdated up to three months, at our discretion, which means that three or less payments might not be classified as arrears if your deferral application is accepted.

How do I make a complaint?

In order to handle your complaint as quickly and effectively as possible, please contact us on 0333 003 7257 . Should you wish to take matters further, please send your written complaint to:

PO BOX 246, CAERPHILLY, CF83 9FA

We will issue a complaint form for you to complete and return, in line with our complaints procedure, which is available on request.

How do I order copies of statements and other documents?

If you require reprints of previously received documents please send a cheque payable to Honours Student Loans for the following amounts:

Copies of original loan agreements: £1
Annual statement reprints: £1
Data subject access request: £10

How can I defer my payments?

Each year, the Government establishes an income threshold, below which student loan repayments can be deferred by (repeated) one-year periods. Deferment acceptance decisions are taken by the Student Loans Company upon application and a new application is required for each 12-month period.

The income threshold for deferment is set each year at 85% of average national earnings. The income threshold for the 2016-2017 academic year is £29,126. The calculation is made on a gross basis and includes most types of income, such as salary, bonus payments, rental income and certain social security benefits. Only the applicant’s income is taken into account.

If you are currently not in deferment and would like to make a deferment application, please contact us on 0333 003 7257 . Applications for deferment can be made at any time. You can request a deferment form that needs to be sent back to the Student Loans Company, together with various documents listed on the form. Please note that deferment does not become effective until confirmed by the Student Loans Company. Scheduled monthly repayments continue to be due until your application has been accepted. Interest charges will continue to accrue in deferment.

If you are currently in deferment, a renewal form will be sent to you eight weeks before the end of the deferment period. If you have not received it four weeks before the end of your deferment period, please contact us to request a form.

What allowances are permissible for disabled customers?

You may be eligible for allowances to be deducted from your gross income for the regular income assessment purpose. Please contact us to discuss this process and to obtain the corresponding documentation.

What interest rate am I paying?

Interest is linked to the rate of inflation and is adjusted each year in line with the Retail Price Index (RPI), based on the position in March. We will be advised of any change to the interest rate by the Government’s Department of Innovation, Universities and Skills (DIUS) and we will inform you of the changes and how this will affect your monthly repayments. Information on how the RPI is calculated can be found on www.dius.gov.uk The rate based on the position in March is applicable from 1st September until 31st August the following year. The interest is calculated daily at the appropriate rate from the day the loan commenced. Interest is applied to the account on a monthly basis.

As from 1st September 2016 until 31st August 2017 the new interest rate to be applied to all loans currently being serviced by Honours Student Loans will be 1.6%, as interest is linked solely to the RPI.  The new interest rate is defined as the RPI for March 2016, which was 1.6%.  Interest will continue to be applied to accounts during any period of deferment.

What happens if I miss a payment?

If you have missed a payment, it is essential that you contact us immediately on 0333 003 7257 to discuss the situation. It is important that any arrears are cleared as soon as possible and our team can advise you how to do so.

If your income is below the threshold level determined yearly by the Government – 85% of the national average income – you might be eligible for deferment. If your application is accepted by the Student Loans Company, deferments can be backdated for up to three months, at our discretion. This could bring your account out of arrears.

How do I make payments if I live abroad?

Customers living abroad have the same contractual obligations as UK-based customers in respect to student loan repayments. In case you have not got a permanent UK address, your contact details abroad or a temporary UK mailing address need to be provided. If you still hold a UK bank account, we advise to set up a direct debit from this account to carry out your regular payments. Alternative methods of payment are UK cheques, international bank transfers, international money orders and payments by debit or credit card. Please note that it is not possible to set up direct debits from a bank account outside the UK.

From abroad, you can contact us by:

Phone: +00 44 333 003 7237
Email: customerservices@hsloans.co.uk

Please note that, if paying by cheque in foreign currency, any charges incurred in converting the payment to sterling will be deducted from the amount credited to your account.

What are my payment terms?

If you have up to four student loans, you are scheduled to repay in 60 monthly installments. Five or more loans are repaid over 84 months. When you commence repayment, a maturity date is calculated at which your loan is scheduled to be paid off. Should you subsequently be accepted for deferral, the maturity date will move accordingly.

What payment methods are available?

We offer a wide range of payment options, including:

Direct debit: Please contact us on 0333 003 7257 to set up a direct debit facility. Please note that this can take up to ten days. Once set up, payments will be made automatically on the specified due date.

Cheques / postal orders: Please make your cheque / postal order payable to Honours Student Loans, quoting your reference number, and send it to Honours Student Loans, PO BOX PO BOX 246, CAERPHILLY, CF83 9FA

Debit or credit card payments: You can make a card payment online.

Bank transfer: Please send your payment to Honours Student Loans, sort code: 40-27-15, account number 23822699, quoting your customer reference number, which can be any one of the loan account numbers administered by Honours Student Loans.

Please note: if you are making payments for more than one loan account, please make individual payments per account.

How often do I receive statements?

Annual statements are sent out in September to the address we hold for you. This is one of the reasons why it is important to let us know in case your contact details change. The statement lists transactions during the period in question, the applicable interest rate, the balance outstanding – including any arrears – and the scheduled monthly repayment amounts for the next period.

Third party access and payments

In accordance with the Data Protection Act, we are unable to discuss your account with any other person, unless you have authorised us to do so. You might want to nominate someone else (for example, a family member or friend) to communicate with us on your behalf, especially if you are not contactable for a period of time. Please call 0333 003 7257 to arrange third party access.

We can accept payments made by third parties into your account, providing that your name and account number is communicated when the payment is made. Payments can be made via all repayment methods we offer.