Frequently Asked Questions
This page contains answers to our current most commonly asked questions. We will update it continuously throughout the year.
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.
Why have I had my first two bursary/grant payments but not my third?We must receive enrolment confirmation from your college or university before we can make any further bursary/grant payments. As soon as we receive enrolment confirmation, your payment will be released and will be in your bank account within 3 to 5 days.
How do I change my course, university, college, bank details and so on?You should use the 'update my details' service in your online account or alternatively you can use our contact us service
Why have I received a letter from the Student Loan Company (SLC) saying they are waiting on my National Insurance Number?This is part of the SLC’s verification procedure where they are required to send your national insurance to the DWP to verify your identity. There is no need for concern and they will contact you directly if they need more information.
I have submitted my application, how long does it take for me to hear from you?If you have not heard from us within 28 days, please call our helpline on 0300 555 0505.
I have applied for a loan, when will I find out what my payments are?The Student Loan Company (SLC) will send you your payment schedule one month before your course starts. Attendance must be confirmed by your college or university before your loan payments will be released. You can contact the SLC on 0845 026 2019.
What documents do I need to send to you?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 didn't apply for my loan/bursary/fees on my original application to you, can I still apply?Yes, if you want to apply for the minimum loan (up to £4,500) you should fill in the form AB1 Loan. If you want to apply for a bursary and your maximum loan, you should also fill in the household income form AB36. These forms can be found here. If you haven't applied for your fees, you can request these by sending us an email through our help and contact us service.
How do I send my documents to you?The quickest way to send documents to us is through our document upload service. Alternatively, you can post them to us.