| How to raise a case with us? | via Salesforce Fees queue |
|
fees@lsbu.ac.uk - this email feeds into Salesforce in the Student Life queue. That team deals with most straightforward cases and escalates more complex ones to the Fees team queue as needed Refunds are dealt with via fdrefund@lsbu.ac.uk |
|
| Phone? |
020 7815 6181 |
| Live Chat? | No |
| Enquiry Hours | Mon - Fri 0900 - 1700 |
| Escalation of urgent case/s |
|
| Knowledge Champion (FAQs) | Ann O'Shaughnessy |
| Appointments Offered? | No not via Fees team, students can have appointments for first line advice via Student Life advisors |
| Website for info |
Info for students and staff (undergraduate fees) Info for students and staff (postgraduate fees) Info for students and staff (international fees) |
| Topics | Example |
| Tuition Fees | Tuition Fee rates |
| Home and overseas assessment fees | |
| Tuition fee letters | |
| Tuition fee queries (how much does my course cost?) | |
|
Tuition fee adjustments (ie as a result of APEL - accreditation of prior experiential learning; course changes; withdrawals and interruptions; resits) |
|
| Tuition fee sponsorship (ie from employers) | |
| Scholarships | Tuition fee discounts (ie early settlement, Merit, International scholarships) |
| Refunds | via role based account fdrefund@lsbu.ac.uk - processing refund requests and passing to Income team for payment |
| Course Changes |
Students should follow a process set out in the Changing Course Procedure On receipt of completed course change documentation, team adjusts student record, adjusts fee, and confirms to student, Student admin team, and Student Finance England (SFE) if applicable |
| Withdrawals/interruptions |
Students should follow a process set out in the Student Interruption and Withdrawal Procedure On receipt of completed student withdrawal/interruption documentation, team adjusts student record, adjusts fee, and confirms to student, Student admin team, and Student Finance England (SFE) if applicable |
| Liaison with Student Finance England |
Confirming registration (which triggers payment of maintenance funds) Confirmation of attendance (which triggers tuition fee payment) Issue change of circumstances (change of course/fee/enrolment status) Course eligibility Maintenance of SFE course database (courses that attract funding) |
| US loan and other foreign loans admin | Queries on this to enquiriesUSfinance@lsbu.ac.uk |
| Fees website info and tuition fees regulation info | Any queries on this. Team also maintains this website and keeps info up to date |
| ELCAS queries (Enhanced learning credits scheme) | Queries on this scheme - a lifelong learning scheme for the armed forces |
| Items such as non-standard payment plans; banking and payment fees; issuing payment receipts; debt management; bad financial standing flags on student records; allocation of payments; invoicing for fees; confirmation of outstanding fees balance | All these items used to be directed to the Income team -now they should all go via the Student route for money/fees/funding questions which is to Student Life in first instance with that team triaging to Fees team where needed (and Fees team liaising with Income if specialist advice needed). |
| Topics | Where is should be referred (if known) |
| Budgeting advice | Student Life team |
| General financial advice | Student Life team |
| Council tax exemption | Student Life team |
| Oyster cards | Student Life team |
| Apprentice course enquiries | Course enquiries |
| Apprentice contract/sponsorship queries | Apprenticeship Team |
| Invoices from external companies | Accounts payable (Finance) |
| Enrolment | enrol@lsbu.ac.uk / enrolment queue in SF staffed by Registry team |
| Re-enrolment | reenrolment@lsbu.ac.uk / coordinated by Student Admin team at present |
| Course related queries/results/appeals | Relevant School |