Frequently Asked Questions

This page contains answers to our current most commonly asked questions for full-time undergraduate students. We will update it continuously throughout the year. Part-time students should go to this section of the website.

I have submitted my application/sent documents/email, how long does it take to hear from you?
If you have not heard from us within 28 days, please call us on 0300 555 0505 or check our current processing position here.

What documents do I need to send you with my application?
If your household income is below 34,000 and you are applying for a bursary and/or your student loan, you must send us proof of the income declared on your application. We do not need to see your P60, just the income documents of your parents/husband/wife etc. Click here for more information.

I have started my course but my loan payment is not in my account yet, why?
If you have your payment schedule, your loan payment will be released once your college/university confirm your attendance with the Student Loan Company.

Need to change or cancel your course, university or college with us?
No problem, just go to our contact us section and update your details.

I haven't applied yet, am I too late?
Don't worry if you missed the 30 June advisory date. You can still apply but you may not have your funding for the start of your course.

I have made my application but forgot to ask for fees/loan/bursary. What can I do?
To request fees or bursary please use our contact us service. To apply for your loan, you will need to complete and return this form.

I keep getting a message telling me my 'National Insurance number is already in use, why is this?
This means you already have an account with us. You can use the forgotten username/password link at the login screen or phone our helpline on 0300 555 0505.

Temporary internet Files - If you are experiencing persistent problems with your online application, the first thing you should try is deleting your Temporary Internet Files. How you do this can differ depending on the browser you are using. This website will tell you what to do.

I am trying to log in to my account but I have forgotten my username and/or password. What can I do?
You can use the forgotten username/password area at the login screen or phone our helpline on 0300 555 0505.

Residence eligibility - I am not sure if I am eligibile for funding.
You can find detailed information here on our website.

I have studied before, am I still eligible for funding?
You can find more information on our previous study rules here on our website.