An ombudsman is an independent, neutral official authorized to investigate and resolve disputes between individuals and public agencies or authorities. The Federal Student Aid (FSA) Ombudsman acts on the behalf of loan borrowers to conduct informal, impartial investigations into complaints against loan agencies, servicers and companies. They will recommend solutions, but they do not have the authority to reverse decisions. They will also work to institute changes that will prevent future problems for other student loan borrowers. This free service is provided by the US Department of Education.

The Ombudsman will research your complaint and determine if you have been treated fairly. If your student loan complaint is justified, they will work with you and the office, agency, or company involved. They will also contact other offices within the U.S. Department of Education, your private lender, your loan guaranty agency, and the servicing agency or firm collecting your loan.

If your complaint is not justified, they will explain to you how the determination was reached.

For more information, please visit or call (877) 557-2575. You can also download the Ombudsman Brochure.







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