Usefull Information for students, new and old.

slc_sfd_advisor

Hi I work for the Student Loan Company and I want to provide some information for new and old students a like. Hopefully this will make your life easier and mine as i have to deal with you guys.

Online Portal

How to reset you password correctly:
A lot of people try to reset there password online and fail, the website states that there ARTID is incorrect or the information is wrong. The password feature does work but you have to match the excat information that we have on our system, you also have to make sure that we have an email account on the system. If you dont then the reset will fail. If you can reset your password online correctly then call us and ask the following information.

First Name (including middle names)

Surename (Should be obvious unless you have two surnames which might or might not have a - in the middle.

DOB (Sometimes there are wrong dates on our system)

Place of birth/Town of Birth (You will be suprised how many people put down UK/Scotland/England.

Email (We might have an old email address or it might be a spelling error, sometimes people put www. at the front of there emails.)

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Adding Sponser details online (ie partner/parents financial details)

When your parent/s or partner wants to supply there financial details online they will need to have the following information:

ARTID
Secret Answer
Internet Password
Alias ID

A lot of parents don't think they have these details but they do. If you are providing financial details for the first time you might have to register with the website first, if the website says you it may have your details before then it is because you have applied for funding your self in the past (even if you didnt get any funding) or you might have supplied them before for another child/partner. If you cant find the documents with these details on them then call us.

The Alias ID is not the partners/parents login ID. It is a ID that is used for the website to link up the account with the student account. The Alias ID is actually the students Alias ID. Don't confuse them with the ART ID.

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Calling the Call Centre

Before you call make sure you have the following information at hand:

ARTID (Although we can search other details to bring up your acount)

Secret Answer (We can still access you account but you have to answer security questions, this is not Needed for SAAS students.)

Old Bank details (Only if your changing the bank details, we require you to confirm the old details first.


Q&A

1: Why cant i access my daughters/sons/partners account?
Due to the Data Protection Act we cant give out information in regards to the student account, you say that you are the mother but how can we tell. Even if it is a simple question as when will they receive a letter or why have the payments been blocked, we cant tell you. We also have to make sure that the person we are speaking to is either the Student or an Authorised (by the student) third party.

If the advisor was to enter the student account and provide information to an unauthorised person then that advisor can be fired/fined and the SLC can also be fined. So please dont be angry with the advisor if they refuse to access the account and please don't ask for the manager as no one in the call centre will access the students account with out speaking to them or with a Consent to share/Power of attorney on the account.

There is only 3 ways for you to access the students account on behalf of them, they are

Verbal Consent from the student (Which only lasts until the call is ended.)

The Student sets up a Consent to Share on the account, the student can do this two ways the quickest way if for the Student to call and ask to set one up or for the student writes a letter to the SLC head office. The following information is required:

Third Party Information
Full name
Relationship to student
Date of Birth
Full address
Password

If the student sends a letter the letter must be signed and dated by the student.

The third party when they call must say there is a consent to share on the account and answer all questions correctly.

Power of Attorney, A letter must be sent to the Head Office. This letter has to come from a lawer/doctor and be signed and dated.

2: Why cant you tell me if you have received my financial details (ie PFF1/2 forms, P60's or CB2 forms?

The Student Loan company dosn't hold any financial details in regards to the sponsers, since we don't assess the financial details there is no need for us to hold that information on our systems. In regards to what has been received and what information is required from you to help assess the student application, the LEA only updates that information on the student account as that is the primary account. Please see question 1 for more information. If you need to to find out the information then please contact your LEA or get the advisor to contact the LEA from your own account.

Until someone from your LEA picks up your application/documents then they will not show on our system. If they dont show on our system it could be there are awaiting to be processed. If you are sending important documents then send them by Special Delivery and if we need to track the documents we can a lot quicker with a reference number.

3: You said my LEA will contact us and they didn't why not.
When it is busy it can take a minimum of a week for someone from your LEA to contact you. please leave it for a week before calling back. if it is urgent then we can put the message through as a high priority but it is still up to your LEA to cantact you not us, we can only sent them a message we cant force them to call you. You can always contact them your self unless you LEA is under the pilot scheme. if so then if it is really urgent we can get one of the managers to contact the SFD processing unit in darlington to sort out your problem.


More info soon.