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FREQUENTLY ASKED QUESTIONS


 

Enrolment

 

I haven't received my enrolment email

From when your place at Royal Holloway is confirmed, it can take around seven days for your IT credentials and student record to be created and we will send your enrolment email after this so you may not receive your enrolment email on Monday 17 August if your offer of study was made in August. It’s important that you keep on checking your emails from Monday 17 August, we will start sending emails our regularly from this date.

Before contacting us, please ensure that you have checked your spam/junk folders and check what email address you registered with Royal Holloway.

How do I view my enrolment status?

We don't send out emails to confirm you have completed enrolment, however you keep track of which enrolment steps you have completed via your enrolment checklist which is available on the 'enrolment' tab of Campus Connect. 

Can you confirm my status as a student?

On occasion you may be asked to provide confirmation of your status as a student (e.g. for council tax purposes or opening a bank account).

Once term has started (21 September) and provided you have completed all four stages of College enrolment, you will be able to download a Student Status Certificate from Campus Connect.

For further details about the Student Status Certificate, please see our web pages. 

I'm getting an error message when I try to access Campus Connect, how do I fix it?

Sometimes when trying to log in to Campus Connect you may get the message ‘500 Internal Server Error’. This is because your browser didn’t sign you out of your last session on Campus Connect correctly.

You can avoid this error by visiting Campus Connect in incognito mode on a PC or laptop (otherwise known as ‘private browsing’). 

To prevent this error in the future, make sure you always sign out of Campus Connect when you are finished, and close the tab that you were using.

If you are experiencing problems accessing Campus Connect you should make sure that the browser (e.g. Safari, Firefox, or Chrome) you are using is up-to-date. Older browsers may have issues when accessing Campus Connect, so frequently check your software for updates.

 

My studies

 

Are there flexible learning options?

Yes, for more information about study options and start dates in the 20/21 academic year,  please see flexible learning webpages. 

To find out more about the teaching adaptations we are making to ensure the best possible experience for our students, please visit the Teaching and learning in the academic year 2020/21 website section.

Can I change my degree programme?

To request to change your programme of study once the academic year has started on 23 September 2019 you will need to go to the administrative office of the department you wish to join to pick up a Change of Degree form. Click here to view an overview of the process.

To find out whether you can change your degree programme prior to the start of the academic year, please contact the Admissions team in the first instance quoting your Royal Holloway student ID number and the name of the course you wish to change to.

Can I speak to a current student from the same department?

Yes, if you are a first year student you will have been matched with a Peer Guide from your department or school already.

They will be available to answer any questions you may have and to guide you through your first weeks of studying and will be in contact with you in the coming weeks.

For more information about Peer Guides, please see our web pages.

When will I get my timetable?

Academic timetables for term one will be available from 16 September, with timetables for terms two and three following on later in the first term. The academic timetable will show any on-campus or online timetabled activities. 

 

Travel

How do I get to campus?

Royal Holloway is conveniently located near major transport routes, and travelling to or from campus is easy. For more information about getting campus via bus, train or bike, please see our webpages.

What travel discounts are available?

All students are eligible to apply for a 16-25 railcard, which will give you a 30% discount on Standard Anytime, Off-Peak, Standard Advanced and First Class Advanced rail fares anywhere in the UK.

Transport for London offers an 18+ Student Oyster photocard scheme as well as local buses in the Egham area.

For more information please see our travel discount web pages. 

Can I get a student Oyster Card?

Royal Holloway is registered with Transport for London for the 18+ Student Oyster photocard scheme. For more information and links to check your eligibility, and to submit an online application please click here. Please note only students resident at a London address during term-time are eligible for this concession. If you are contracted to Halls accommodation you should not apply as the campus is situated outside of the Greater London Area.

Can I park on campus and do I need a permit?

Students residing on the main campus are not permitted to bring their cars onto the campus. Limited parking is available and the highest priority is given to students who live outside of a 1.5 mile radius of the College.

To obtain a permit, you'll need to provide:

  • a valid driving license (provisional driving licenses are not acceptable)
  • vehicle registration document (accompanied by a letter of authorisation to drive the vehicle if in a different name from the applicant)
  • a valid certificate of insurance
  • proof of student identity and term-time address.

For further inforamtion and details on how to apply, please see our parking on campus webpages. 

 

International Students

How can I extend my visa in the UK?

The International Student Support Office is available to assist students with visa applications. Please click here for more information.

How can I register with the police?

International students from some counties are required to register with police as part of the conditions of their visa. We are currently are finalising our plans to enable students to complete Police registration in a safe and accessible way and will provide more guidance to students shortly.

For more information about police registration and a full list of countries which require Police registration, please see our web pages. 

 

Health

How can I register with the GP surgery?

For full details on registration with the College’s on-site Health Centre and information on the documents you will be required to bring with you please check our GP surgery web page.

 

Halls accommodation

When can I move in to my accommodation on campus?

We will be operating an extended arrivals period over 12 days from Saturday 12 September to Tuesday 22 September and in order to maintain social distancing there will be a limited number of arrival slots available each day running from 8am to 6pm.

You will be able to see availability and book your slot as part of completing the Induction and Arrivals modules on the Online Accommodation System. These modules will be made available to you at the end of August and you will recieve an email inviting you to complete these modules when they open.

Will I be charged more for moving in early?

You will not be charged any additional fees for moving in between the 12 September and the 22 September 2020.

What happens if I need to arrive before 12 September?

You will be able to book ‘vacation residence accommodation’ from 1 September at a reduced daily rate of £8.65 per night until 12 September. Please note that you may need to change rooms between your vacation residence room and your term time room. To enquire about this accommodation please contact the customer services team

I’m arriving from a country that needs to self isolate for 14 days on arrivals what should I do?

If you’re arriving in england from a country that requires you to self isolate, we are offering accommodation to allow you to do this before you then move into your allocated room in Halls. You will receive an email with further information about this process in mid/late August in the meantime please see our guidelines for self isolation. If you're not sure if you need to self isolate please see the UK's governments guidance.

  

Fees and funding

 

Paying my fees

When will I get my student loan?

We will confirm your attendance to the Students Loans Company once you have completed all steps of enrolment. The earliest this will happen is the first day of term, Monday 21 September 2020. Once confirmation of your attendance has been sent to the Student Loans Company by Royal Holloway, it will take up to three days for your loan to be released to you. Payment will be made to the bank details recorded in Campus Connect, please login to Campus Connect to view these details and update them if they are incorrect or missing. 

How do I make a payment for my fees?

All methods of payment can be found at the following link: https://www.royalholloway.ac.uk/studying-here/fees-and-funding/how-to-pay-your-fees/

When do I need to pay my tuition fees?

You need to pay your tuition fees to complete enrolment. Payment can be made before the start of the academic year or on the day that you enrol.

Early Payment Discount – what is this?

If you pay your tuition fees in full (less the discount amount) and complete online sign up by 4pm on 4 September 2020 you will receive a 2% discount. Both payment and online sign up need to be completed. Full information about the Early Payment Discount can be found by clicking on the following link. https://intranet.royalholloway.ac.uk/students/money/fees/early-payment-discount.aspx

 

When will the early payment discount be applied to my account?

The early payment discount will be applied to your account applied before 21 September 2020.  

If you accidentally overpay (such as by not reducing your fees by the discount) we'll apply these extra funds against any other invoices there might be on your account (for accommodation, for example). Alternately we will refund any overpayment from November. 

Is there a discount if I pay my accommodation fees in full?

We do not offer a discount on paying your accommodation fees early

My sponsor/employer is going to pay my fees, what do I need to do?

You will need to provide a letter from your sponsor/employer on confirming they are paying your fees. Please contact us to obtain the exact information that is required from your sponsor/employer at student-fees@rhul.ac.uk quoting your student ID number.

 

Can I pay my tuition fees in instalments?

Royal Holloway offers the option to pay tuition fees in two equal instalments. 50% is required to complete your enrolment & the remaining 50% is due the first week of term in January. We do not offer monthly instalments.

Can I pay my accommodation fees in instalments?

Accommodation fees are paid at the beginning of each term. We do not offer instalment plans for accommodation fees.

What are the university’s bank details?

Account name: Royal Holloway & Bedford New College (RHBNC)

Account number: 02325330

Sort code: 60 07 33

IBAN: GB82 NWBK 6007 3302 3253 30

BIC(SWIFT): NWBK GB 2L

Bank Address:

National Westminster Bank plc

50 High Street

Egham

Surrey TW20 9EU

UK

Is the tuition fee and maintenance loan paid to the college?

The tuition fee loan for undergraduate students is paid directly to the college, the maintenance loan is paid in to the student’s personal bank account once they have completed enrolment and the college has confirmed their attendance to Student Finance.

I have overpaid my fees, when can I apply for a refund?

Due to the busy time of the academic year we will be unable to process any refunds until Mid-November – please email student-fees@rhul.ac.uk at the beginning of November to request your refund.

How do I obtain a tuition fee invoice?

New students will be able to download an invoice from Campus Connect once they have received their User ID and password.

Returning students are able to download an invoice from Campus Connect.

 

How do I put my bank details in Campus Connect?

You need to go to the Money tab in Campus Connect to input your bank details.

 Student Finance 

I am paying my fees by way of a Post Graduate Loan or a Doctoral loan from Student Finance , what do I have to do?

Please forward your approved loan paperwork from Student Finance to student-fees@rhul.ac.uk Once this is received we will be able to set up a payment plan in line with the dates you receive  payments from Student Finance as long as your loan covers your tuition fees. If there is a shortfall you will be required to make a payment to enrol. Please note with a Post Graduate or Doctoral Loan, Student Finance pay the money directly to your bank account and NOT to Royal Holloway. You will need to make payment to us once you receive your payments from Student Finance.

My Student Finance portal shows my attendance has not been confirmed by the University, why is this?

Your attendance can only be confirmed once you have completed your enrolment and ID check. Please check the Start of Session Checklist in Campus Connect to ensure you have completed all aspects of enrolment. If you have then your attendance should be completed automatically during the first week of term.

My loan from Student Finance has not been approved yet, what should I do?

In the first instance you need to contact Student Finance to find out why your loan has not been approved. Please note it can take up to six weeks for your application to be processed by Student Finance. Ensure you have submitted all required evidence to Student Finance. Please check your Student Finance portal to see if they require anything further. If you do not have an approved loan by enrolment, you will need to contact us at student-fees@rhul.ac.uk Depending on the application status you may be required to make a payment to enrol which would be refunded once your loan is approved.

I am a returning undergraduate student, do I need to apply again for Student Finance?

Yes, You need to apply each year for Student Finance funding, it is not automatically rolled over.

I haven’t received my maintenance loan payment from Student Finance?

If you are a new student your attendance cannot be confirmed until you have fully completed enrolment and ID check. As long as you have an approved loan for Royal Holloway and have green ticks on your Start of Session Checklist, your attendance should automatically be confirmed during the first week of term. Please check you have advised Student Finance of your nominated bank account details and that you have a valid National Insurance Number where appropriate. If it is after the first week of term or it concerns your National Insurance Number, please contact us at student-fees@rhul.ac.uk

If you are a returning student, please ensure you have an approved tuition fee loan, have completed your online sign up and settled any overdue fees from the prior year. Please contact us at student-fees@rhul.ac.uk if you have outstanding fees to settle as this will delay your attendance being confirmed.

 Student status 

I have been classified as an overseas student but I should be a home student?

If you believe your fee status has been incorrectly classified, you should NOT complete your online sign up and contact our Admissions department at study@royalholloway.ac.uk to dispute your fee status.

 Scholarships, bursaries and alumni discount 

What bursaries are available for undergraduate students?

How do I apply for a bursary?

All qualifying students are automatically considered for the access entry and Royal Holloway income related bursaries, so no application is required.

Please note, you must give permission to the Student Loans Company to share your household income information and details of your maintenance loan application with Royal Holloway, to be considered.

If you think you may be eligible for the for the Care Leavers Bursary, please contact Student Administration.

When will I find out whether or not I've got a bursary?

Students eligible for non-competitive bursaries and scholarships will receive an email in October confirming their eligibility and providing further information. If you believe you are eligible but have not heard anything by the beginning of November please contact the Bursaries team quoting your Royal Holloway student ID number and your Student Finance England Customer Reference Number.

How will I recieve my bursary?

You can select from a cash award of up to £1,500 or a discount on your campus accommodation. Cash awards are normally paid by BACS in instalments.

Post Graduate Alumni Discount, what is this & how much will I receive?

Royal Holloway graduates who apply for a postgraduate course automatically receive a 15% discount on tuition fees for the first year of study (excludes students who receive the Principal's Masters Scholarship). Royal Holloway students graduating in 2020 will automatically receive 33% off tuition fees for selected Masters Courses starting in 2020.

If you have graduated from another University of London institution you can receive a 10% discount on tuition fees.

If you have any further enquires, please email Student-Administration@rhul.ac.uk

What scholarships are available for a postgraduate student?

Please check out the following link for available scholarships - https://www.royalholloway.ac.uk/studying-here/fees-and-funding/postgraduate/scholarships/

My email account

I’m having trouble accessing my Royal Holloway email account. Help!

To be able to access your College account for the first time you will need to change the password we emailed you; click here for information on how to change your password. Once you’ve changed your password, remember to enter your username as per the instructions available online.

How do I obtain a Student Status Certificate?

 Once you have completed enrolment you can download it from Campus Connect.