Winter term support

Prior to contacting us or attending a 1-1 session it is highly recommended
that you review the frequently asked questions section. If after exploring
the information you still require assistance, please do contact us.

Service update

Please be advised that the Customer Support Team will be unavailable all day Friday 8 March 2024 for staff training, please accept our apologies for any inconvenience this may cause. 



If you have any student finance related enquiries we strongly recommend that you call our Support team or submit an enquiry via our helpdesk. 

Full details of our services can be found below.

Frequently asked questions 

You will find answers to common questions and enquiries on or FAQ page 

Live chat 

Our Customer Support Team will be available to answer your questions through our live chat service.

Live chat bookable appointments are available Monday, Wednesday and Friday between 10-12PM and Tuesday and Thursday 2-4PM. To guarantee your time book a slot, follow this link 

Non bookable Live chat is available Monday, Wednesday and Friday between 2-4PM and Tuesday and Thursday 10-12PM To access Live chat click here 

Contact us by telephone 

You can call our Customer Support Team on 0207 107 5555 between 10.00-16:00.

Drop in Services

You can meet with our Customer Support Team in person in the Student Services Centre between 12-2PM on a Monday, Wednesday and Friday. This drop in service is strictly by appointment only

To book a slot, follow this link 

1-1 Appointments

1-1 bookable Zoom appointments are available Tuesdays 11:00-12:00 and Thursdays 14:00-15:00.

You can book a 10 minute 1-1 slot with our Customer Support Team, follow this link to book a session.

For further information please contact our Customer Support Team on 0207 107 5555 or via our helpdesk

Documents and Forms

We cannot complete your forms in person, so please submit your documents via your Finance Hub account or email . Your form will be reviewed and returned to you via email.

Student Finance in Focus Series videos

We have produced a series of bitesize videos which will provide you with an introduction to our key services. Finance in Focus Series

  • Session 1 - Introduction to the Finance Hub and key features
  • Session 2 - Introducing the Payment Portal, how to pay and options available
  • Session 3 - Fraud, important advice you need to know
  • Session 4 - Payment plans, due dates, funding and sponsorship
  • Session 5:  Financial Undertaking Forms
  • Session 6:  Family and Sponsor Payment Portals  

Service levels and response times

You can download our Customer Charter by clicking on the link below.

FICC Customer Charter