How we recover student debt
A step-by-step look at how we engage students, trace gone-aways and, where it is needed, take legal action, with your institution in control at every stage.
Engagement is the fastest route to payment
Not every student wants to talk the same way. Every student receives our regulated letter of introduction, offering several ways to get in touch. After that, two routes do most of the work: the phone and our student support hub. Where a call connects, it's still our strongest prompt to pay. For students who don't pick up, emails, texts and letters each carry a link to the hub.
Everything a student needs, at any hour
Students can manage their account whenever it suits them. A virtual agent answers common questions, and international students can set up continuous payment authority on a foreign bank account.
- View their account and check their balance
- Make a one-off payment
- Complete a financial review
- Set up a payment plan
- Request a call, or use webchat
- Update their details
Fair treatment is built into the process, not bolted on
Consumer Duty and Treating Customers Fairly sit at the centre of our collections policy. We use controlled dialling, give clear ways to contact us, protect vulnerable customers and avoid foreseeable harm. Where complaints arise, monitoring lets us correct and prevent, not just respond.
- Controlled dialling
- Clear ways to contact us
- Vulnerable customers protected
- Foreseeable harm avoided
See everything we do, as we do it
Your Debts Online shows our overall collection performance, the status of every account, agent notes, invoices, statements and charges, live.
Collection requires connection
When a letter comes back marked gone away, or we learn a student has moved, the account goes to our in-house trace team with your permission. Trace analysts work across credit reference, consented and public data, and two separate datasets must confirm an address, in line with the CSA Code of Practice. Contact at the new address is careful and discreet, with calls ending at 8pm.
- Two independent datasets must confirm every address
- Contact at the new address is careful and discreet
- Calls end at 8pm
Legal action, as a last resort
Only a small minority of home student debts ever reach this stage, and nothing happens without your approval.
Pre-Action Protocol
We send a Letter of Claim only when amicable efforts have failed and you intend to proceed. The student has 30 days to respond.
Claim issued
STA Legal, our sister firm of solicitors, issues the claim through the County Court Bulk Centre: quicker and cheaper than other county courts.
Judgment
If the student doesn't pay or respond within 14 days, we apply for a County Court Judgment.
Enforcement
High Court Enforcement Officers are usually the most effective route, alongside attachment of earnings, charging orders and other options. A judgment stays enforceable for six years.
Costs
We advance UK legal costs and invoice you, and most are recoverable from the student along with court interest.
Talk to our education team
Tell us what's on your ledger, tuition, accommodation or commercial, and we'll tell you how we'd approach it.