Frequently Asked Questions

Terminology explained

Applying online

Information for parents and partners

Getting your payment

Repayments and interest

Additional information

Terminology explained

What does ‘income assessed’ mean?
What does ‘non-income assessed’ mean?
What is a ‘dependent student’?
What is an ‘independent student’?
What is an ‘old system’ student?
What is a ‘new system’ student?

Applying online

What is a Customer Reference Number?
What happens if I misplace my Customer Reference Number?
Why do I need a Password and Secret Answer?
Can I change my Password and Secret Answer?
What happens if I forget my Password and Secret Answer?
I’m having trouble resetting my Password and Secret Answer online.

Information for parents and partners

I want to provide financial details online in support of a student’s application, when can I do this?
what is an Alias ID, and where can i find this?
How do I inform SLC that a student or former student has passed away?

Getting your payment

How do I update my contact details?
What is the difference between my ‘preferred contact address’ and my ‘permanent home address’?
How do I update my bank details?
What is a Payment Schedule Letter, and what do I need it for?
I have changed my bank details, will I receive a new Payment Schedule Letter?
Can I change the payment dates of my loan instalments?
I have checked my account online, under the view payments section it says ‘Awaiting Confirmation’, what does this mean?
I have decided not to continue with my course, will I be eligible for financial support in the future?

Repayments and interest

Will I receive a statement of my student loan balance?
What is the current interest rate for student loans?
When does the interest on my student loan start?
Where can I find more information on repaying my student loan?

Additional information

I am taking a Gap Year during academic year 2006/07, what fees will I pay?
I am an EU national, how can I find out about financial support to study in Wales?
I want to study part-time, what support can I get?
I will be entering postgraduate study, am I entitled to support?

What does ‘income assessed’ mean?

Some of the support available to students is dependant on their income or their household’s income. Entitlement to the Assembly Learning Grant, Special Support Grant, Higher Education Grant, and the extra portion of the Maintenance Loan depends on the student’s household income. The higher the income, the less grant or Maintenance Loan they will be entitled to. Students who wish to apply for income assessed support are required to supply information about their personal income, and the income of relevant members of their household in their application.

What does ‘non-income assessed’ mean?

Some of the support available to students is available to everyone, and is not dependant on the level of their income or their household’s income. Entitlement to the student loan for Tuition Fees and the basic level of Maintenance Loan does not depend on the student’s household income. Students who wish to apply for non-income assessed support will not need to supply information about income in their application.

What is a ‘dependent student’?

You are considered a ‘dependent student’ for the purposes of student finance if you are under 25, are not married or in a civil partnership, have no dependant children, and have not supported yourself financially for at least three years before the start of the academic year.

If you are a dependent student the income of your parents will be assessed, unless you choose to only apply for support that is not assessed on your parents' income (non-income assessed support).

What is an ‘independent student’?

You are an independent student if, at the start of the academic year for which you are applying for support, you are: aged 25 or over; have care of a child or children; are married or in a civil partnership; have supported yourself for at least three years prior to the start of your course; or, if you have no living parents.

A period of supporting yourself includes any time when you were in paid full-time employment, received Income Support or Jobseeker’s Allowance or were registered for unemployment, received incapacity benefits, invalidity pension or maternity allowance, or received training under any scheme for the unemployed or other funding by any state authority or agency.

If you are an independent student, the LA will not take your parents' income into account. If you are an independent student who is 25 or over, or married or in a civil partnership, and your husband, wife or civil partner has enough residual income, the LA will take this income into account when assessing your entitlement to support.

What is an ‘old system’ student?

You will be considered to be an ‘old system’ student if you have transferred from or started a full-time course before 1st September 2006, or one of the following situations applies:

• you have taken a gap-year in 2005/06, and by 1 August 2005 you received confirmation of your deferred place for 2006/07 from a publicly funded university or college;
• you were not able to take up your intended 2005/06 place at a publicly funded university or college because of A level results which you have successfully appealed against and are starting in 2006/07 instead;
• you have transferred from a full-time course that started before September 2006; or
• you are starting an ‘end on’ degree course after completing a Foundation Degree, Higher National Certificate (HNC), Higher National Diploma (HND) or Diploma of Higher Education course in 2005/06.

What is a ‘new system’ student?

You will be considered to be a ‘new system’ student if you are starting your course on or after 1st September 2006, and you do not meet the requirements for an ‘old system’ student.

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What is a Customer Reference Number?

Your Customer Reference Number is an eleven-digit number that is used to uniquely identify your personal student finance account.

When applying for support for the first time, if you apply online you will receive your Customer Reference Number when you first register your details; or if you submit a paper application, you will be sent your Customer Reference Number in a letter. You will find your Customer Reference Number on all correspondence relating to your student finance application.

Keep your Customer Reference Number in a safe place you will need it every time you login to your online account or contact us by phone. You can use your Customer Reference Number to have your Password and Secret Answer reset and sent to you by e-mail. Your Customer Reference Number can also be used in conjunction with your personalised pin number to obtain information on your account through our automated telephone system.

What happens if I misplace my Customer Reference Number?

Your Customer Reference Number is printed on all correspondence relating to your student finance application. If you know your Password and Secret Answer, but do not have your Customer Reference Number, you can view your Customer Reference Number online by clicking on ‘Forgotten your details?’ from the login page on the Student Finance Wales website.

If you do not have any of your security details, you can receive them by contacting the Student Finance Wales Contact Centre (phone 0845 602 8845, open from 8am to 8pm Monday to Friday, and 9am to 1pm Saturday).

Why do I need a Password and Secret Answer?

When you apply for financial support as a student you are issued with a Password and a Secret Answer to help identify you when you are accessing information about your account, either online or by phone.

If you register or apply for support online you will be asked to choose your own Password and Secret Answer. You will use these details each time you login to your account or contact us by phone.

If you submitted a paper application form, a Password and Secret Answer will be automatically generated and sent to you. When you login to the Student Finance Wales website for the first time you will be prompted to change your Password and Secret Answer to something that is more memorable.

You can change your Password and Secret Answer anytime from your online account under ‘Update My Profile’. Make sure you keep your ART ID in a safe place, and your e-mail address up-to-date, in case you need to reset these details in the future.

Your Password must have a minimum of 8 and a maximum of 16 characters, and at least one of these must be a digit (0-9).

Can I change my Password and Secret Answer?

You can change your Password and Secret Answer anytime from your online account under ‘Update My Profile’. Make sure you keep your Customer Reference Number in a safe place, and your e-mail address up-to-date, in case you need to reset your Password and Secret answer in the future – if you have forgotten these details, but have your Customer Reference Number, you can have new details sent to your e-mail address from the ‘Forgotten your details?’ link on the login page.

What happens if I forget my Password and Secret Answer?

If you have forgotten your Password or Secret Answer, but have your Customer Reference Number, you can have new security details sent to your e-mail address by clicking on ‘Forgotten your details?’ from the login page on the Student Finance Wales website.

If you do not have your Customer Reference Number or security details, you can receive them by contacting the Student Finance Wales Customer Support Centre (phone 0845 602 8845, open from 8am to 8pm Monday to Friday, and 9am to 1pm Saturday).You will be prompted to change your Password and Secret Answer to something more memorable the first time you access your online account with your new details.

I’m having trouble resetting my Password and Secret Answer online.

I am getting an error message after I enter my details

The details you have entered may be incorrect, or not recognised by our system:

• Make sure that you have entered the same name, including any middle names, which you registered or applied for support under. ·
• You can only use this function if you have given us a valid e-mail address. You may have provided this when you first applied for support.
• If you are resetting your Password and Secret Answer, make sure you are correctly entering your Customer Reference Number. This can be found on any correspondence you have received from us. ·
• If you are attempting to view your Customer Reference Number, make sure you are entering you Password and Secret Answer correctly.

I want to reset my Password and Secret Answer, but the e-mail address I was shown is incorrect

If the e-mail address is incorrect, you cannot reset your Password and Secret Answer online. You can phone the Student Finance Wales Contact Centre and a new Password and Secret Answer will be sent to you by mail. Remember to update your e-mail address when you contact us or when you have received your new security details.

I reset my Password and Secret Answer online, but I didn’t receive an e-mail with my new details

Certain types of e-mail accounts, such as Hotmail, Yahoo, and AOL, may detect some e-mails as spam and do not show these messages in the e-mail inbox. Check any junk mail or spam mail folder for an e-mail from ‘sfd_webmaster’.

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I want to provide my financial details in support of a student’s application online, when can I do this?

The student must have completed and submitted their application before you can also provide the financial details required online.

In their application for student support, the student is asked to indicate if their sponsor(s) will provide their financial details online or by paper form. If the student indicates that the sponsor will provide details online, the student will be given an Alias ID to pass onto their sponsors. Sponsors cannot support a student’s application online without this Alias ID.

Sponsors are required to register on the Student Finance Wales website (if you do not have an existing student finance account), and then log in to your account using the unique Customer Reference Number provided. The sponsor should then select 'Support an Application', and use the Alias ID to link their information with that of the student they are supporting.

What is an Alias ID, and where can I find this?

When a student applies online for income assessed financial support while they study, they will be asked to provide contact details of those people they depend on for financial support, such as their parents or partner – their ‘sponsors’. They will also be asked to indicate if their sponsors will provide details of their income online or by paper form. If the student indicates that the sponsor will provide their information online, the student is given an Alias ID to pass onto their sponsors. The Alias ID is a unique identification that is used to link the student's online application with the information provided by their sponsors. Sponsors cannot enter their information online without this Alias ID. The Alias ID is needed each time a sponsor wishes to provide or update their details online. Sponsors should keep their Alias ID in a safe place.

How do I inform SLC that a student or former student has passed away?

If you need to let us know that a student or former student has passed away, you can do so by calling our Customer Support Office or alternatively in writing to our offices in Glasgow.

You will need to provide us with the original death certificate or coroners’ report which you can send for the attention of the following:

Douglas Gould
Student Loans Company Limited
100 Bothwell Street
Glasgow
G2 7JD

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How do I update my contact details?

You can update your personal details, including your preferred contact address, permanent home address, email address, and contact phone numbers by logging into your online account and selecting ‘Update My Profile’.

You can also update these details by contacting the Student Finance Wales Customer Support Centre (phone 0845 602 8845, open from 8am to 8pm Monday to Friday, and 9am to 1pm Saturday), or by completing a Change of Circumstance form.

What is the difference between my ‘preferred contact address’ and ‘permanent home address’?

Your preferred contact address (or correspondence address) is where you will normally live during your studies, such as a hall of residence. We will send most letters to you at this address. Your permanent home address is where you normally live outside of term time, such as your parents’ home. This is the address which is used to assign your case to the appropriate Local Authority.

You can update your contact and home address from the ‘Update My Profile’ section of your online account. You can also update these details by contacting the Student Finance Wales Customer Support Centre (phone 0845 602 8845, open from 8am to 8pm Monday to Friday, and 9am to 1pm Saturday), or by completing a Change of Circumstance form.

How do I update my bank details?

You can update your bank details from the ‘Update My Bank Details’ link in your online account.

You can also update your bank details by contacting the Student Finance Wales Customer Support Centre (phone 0845 602 8845, open from 8am to 8pm Monday to Friday, and 9am to 1pm Saturday), or by completing a Change of Circumstance form.

Note: there may be a limit on how close to the payment of your loan instalments you are able to change your bank details. Any time restrictions will be announced on the Student Finance Wales website.

I have changed my bank details, will I receive a new Payment Schedule Letter?

You will not receive a new Payment Schedule Letter if you have changed your bank details. You will only receive a new Payment Schedule Letter if your entitlement or payment dates change. Please refer to the original Payment Schedule letter for amounts and dates of future payments.

Can I change the payment dates of my loan instalments?

No, you can’t change the payment dates for your loan instalments. The payments are always made at the start of each term. These are the dates specified by your university or college.

I have checked my account online, under the view payments section it says ‘Awaiting Confirmation’, what does this mean?

Awaiting Confirmation means that we are still waiting for confirmation of your course attendance from your university or college. In order to get this, you will need to take your Payment Schedule Letter to your university or college. Once your attendance has been confirmed you will be able to receive the first instalment of your loan.

I have decided not to continue with my course, will I be eligible for financial support in the future?

Leaving you course early could affect your eligibility for financial support if you decide to take another course in the future. How your eligibility is affected will depend on your personal circumstances. Contact your Local Authority for further details.

You will also be asked to repay any overpayment.

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Will I receive a statement of my student loan balance?

The Student Loans Company (SLC) will send you an annual statement of your student loan balance in September each year until you begin to repay your loan. Your loan balance is calculated from the previous tax year after we have received notification of your loan amount from HM Revenue & Customs (previously known as Inland Revenue).

What is the current interest rate for student loans?

The current interest rate for repaying student loans is 1.5%. The interest rate for Income Contingent Loans applies from 1 September to 31 August each year.

All student loans accrue interest which is linked to the rate of inflation in line with the Retail Prices Index. This means that in real terms, the amount you pay back will have broadly the same value as the amount you have borrowed, and no profit is made on the loan itself. Interest accrues on your loan until it has been repaid in full.

When does the interest on my student loan start?

Interest will accrue on the amount you have borrowed from the date you receive your first loan instalment, or when the payment is made to your college or university on your behalf.

If you have been identified as a PAYE or Self-Assessment repayer, interest accrual will be suspended from the start of the tax year until the end-of-year repayment details are received from HM Revenue and Customs (HMRC) (formerly the Inland Revenue). Interest for the previous year will then be calculated and applied to your account retrospectively upon receipt of your repayment details.

Where can I find more information on repaying my student loan?

The Repayment section of this website gives further information on repaying ICR and Mortgage Style loans.

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I am taking a Gap Year during academic year 2006/07, what fees will I pay?

If you decide to take a gap year in 2006/07, you can do so without having to pay a deferred fee of up to £3,000 for your first year of study. You will need to receive written confirmation from your chosen university by 1st September 2006 regarding your gap year arrangements. You will then be subject to a £1,200 deferred fee for the first year of your course when you begin your studies in 2007/08. For the second and subsequent years of your course you will have to pay deferred flexible tuition fees of up to £3,000. If you normally live in Wales and choose to study in Wales you will qualify for a tuition fee grant of up to £1,800 from 2007/08 onwards.

I am an EU national, how can I find out about financial support to study in Wales?

If you are an EU national (or a child of an EU national) and wish to study in Wales, you may get a tuition fee loan on a similar basis to UK students. If you are an EU student, and applying through UCAS, they will send you an application form when you are offered a place on a course. If you do not apply through UCAS, you will be able to get an application form and further details about the support available from the EU Team:

Student Finance Services European Team
PO Box 89 
Darlington
DL1 9AZ
Darlington
United Kingdom
Tel: 0141 243 3570
Information for EU students can be found here
email:EU_Team@slc.co.uk

Part-time students are entitled to a fee grant and help with course costs.

In 2006/07 the fee grant will be up to £885. Students must be studying at a rate of 50% or more of a full-time equivalent course, and the amount of support that you could receive is linked to the intensity of your study. A grant of up to £1,000 is also available to help meet the cost of books, travel and course expenditure. You will not have to repay these grants, and the amount you can get is based on your household income.

The Assembly Learning Grant (HE) (ALG) for new part-time students provides extra money for students from low-income families when undertaking part-time higher education (HE).

In addition, you may be able to apply for additional help through your college, and help is available if you are a student who has a disability or specific learning difficulty.

More information on the support available for part-time students is available here

I will be entering postgraduate study, am I entitled to support?

In general, there is no mandatory support for postgraduate study for students in Wales. An exception to this is PGCE studies for those wishing to become teachers. Information on funding for ITT courses can be found here.

Postgraduate students who have a disability may be able to receive an allowance. See here for further information.

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