Standard Schedule
StepEx Standard Pricing and Complaint Handling Schedule
Business pricing schedule: This page describes charges payable in connection with StepEx's services to education providers and other business customers. It does not give a Customer authority to offer, approve, vary, service or enforce credit.
Standard PAYG pricing
Monthly account fee
£50
per month, invoiced in arrears while the Services Agreement is in force.
Origination fee
£250
per originated credit agreement.
Servicing fee — no income monitoring
5%
of repayments collected. Subject to a £10 minimum per repayment.
Servicing fee — income monitoring required
7%
of repayments collected. Subject to a £10 minimum per repayment.
Applicant and borrower charges
| Charge | Standard price |
|---|---|
| Application fee | £20 per application |
| Platform fee | £1 per month while the credit agreement has an outstanding balance |
Normally paid by the applicant or borrower rather than the Customer.
Complaint-handling fees
Fees are based on the work reasonably required. Joint fees apply where a complaint is attributable partly to StepEx and partly to the Customer.
| Tier | Scope | Customer-attributable | Jointly attributable |
|---|---|---|---|
| Referral of a course-only issue | StepEx refers a course-only matter to the Customer; not a regulated complaint; no FCA DISP handling required. | No fee | No fee |
| Standard handling | Triage, logging, acknowledgement, forwarding and up to one additional round of correspondence. | £50 | £25 |
| Medium handling | Structured evidence request, basic chronology, up to two additional substantive rounds, or a straightforward drafted response. | £200 | £100 |
| Complex handling | Detailed evidence packs, FOS escalations, formal information requests, material remedial actions or multi-issue investigations. Time and materials. | T&M — up to £500 per complaint without further approval | T&M at 50% — up to £250 per complaint without further approval |
StepEx-attributable complaints are not charged to the Customer. No complaint-handling fee is charged to or recovered from the borrower.
Bespoke pricing reverts to current PAYG on expiry
On expiry, non-renewal or termination of a Volume-Based Pricing Agreement, Commitment Plan, pilot, promotional arrangement or other bespoke pricing agreement, the Customer automatically reverts to the then-current PAYG pricing published in this Schedule unless otherwise agreed in writing.
Detailed terms
Expand any section to read the full clause.