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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. We will only send your enrolment email once your student records is created and IT credentials are set up. This means that, if your offer to study is made in August, then your enrolment email may be slightly later than the advertised date of week commencing 23 August. It’s important that you keep on checking your emails from Monday 23 August, as we will start sending emails out regularly from this date.

If you have not received your email by week commencing 13 September, then 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 (20 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

What will the 2021/22 academic year look like?

We are excited to be able to plan for the majority of students to study on campus (Egham or London depending on your course) for courses starting September 2021*.

Your learning will be a mix of face-to-face, on campus, teaching and learning support, with some digital elements. This is building on the positive feedback around taking part in digital learning from students over the last year. 

We use a range of teaching techniques for blended delivery, for example,  the ‘flipped classroom’ which is when you’re introduced to the information before the class, perhaps via podcasts, videos, recorded micro-lectures or items to read online, and then you come together with your tutor and classmates to talk about the information. Large lectures can be delivered online or face to face, but we also use lecture-recording, which means that you can watch many lectures when it’s convenient to you. Our students really like this flexibility, and the ability to watch the lecture again and again.

We currently expect that all legal restrictions will be removed by September and so we, the Students’ Union and clubs and societies are planning a full programme of face-to-face events and experiences. We are also planning for facilities such as the library, gym, cafes and bars to be open and we will provide a full range of student support services.

Some online events and activities were very popular last year and so we are building an online programme too. While we are making plans for a full return to campus, we are also planning so that, if there are further legal restrictions, we’re prepared and can support you and your learning.

* Based on the information available to us now (25 June 2021)

Can I change my degree programme?

New students – before you start:

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.

Returning students and new enrolled students:

To request to change your programme of study once the academic year has started on 20 September 2021 you will need to contact your school. If you are switching programme and changing school, then you need to contact your current school and the school you wish to join. Click here for school contact details. You will then need to complete the online Change of Degree form. Click here to view an overview of the process.

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 14 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 aged between 16-25 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. Students over the age of 25 that are studying full-time are also eligible to apply. The Student Services Centre can authorise applications for students over the age of 25 if they are registered on a full-time programme. Students aged between 16-25 do not need their application to be authorised by the University.

For students with a term-time address in London that are commuting from London to Egham for classes, Transport for London offers an 18+ Student Oyster photocard scheme which allows you to save 30% on adult-rate Travelcards and Bus & Tram Pass season tickets.

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 information 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 are currently reviewing arrangements for September 2021 arrivals, though it is likely we will be operating in a similar way to last year with an extended arrivals period over a number of days in the lead up to Welcome Week. In order to maintain social distancing there will be a limited number of arrival slots available each day. 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 in early September and you will receive 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 during the extended arrivals period. Dates to be confirmed shortly. 

What happens if I need to arrive before the extended arrivals period?

We are in the process of working out how we can support students who have no option but to move into Halls accommodation before the extended arrivals period. More details to follow.

I’m arriving from a country where restrictions apply and will need to self isolate on arrival - what should I do?

If you’re arriving in England and you need to self isolate on arrival, 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.

When will I receive an offer of accommodation?

If you’re a new undergraduate or postgraduate and you submitted an accommodation application by 16 July, you'll be informed which Halls you've allocated by late July and a formal offer will be sent to you in late August. Further information for later applicants and applicants on other programmes can be found in the Student Accommodation Allocation Policy 2021/22.

When will I get my room number?

You’ll find out your room number after you have completed the Induction and Arrivals modules on the Online Accommodation System. These modules will be made available to you in early September and you will receive an email inviting you to complete these modules when they open.

  

Fees and funding

How do I make a payment for my 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.

What are the university’s bank details?

Click here https://www.royalholloway.ac.uk/studying-here/fees-and-funding/how-to-pay-your-fees/

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

 

I am a UK Student, can I pay by Western Union?

Western Union is for international students who wish to pay fees from their home & currency.  

Can I pay my tuition fees in instalments?

Royal Holloway offers the option to pay tuition fees in 2 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. 

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

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

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 6 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.

My undergraduate loan isn’t approved yet and they have asked to university, what should I do?

Please email student-fees@rhul.ac.uk with the following information: 

  • The date that you applied to Student Finance and your Customer Reference Number if you have one or provide evidence of application
  • The amount of loan you have applied for
  • Your age
  • Whether you have studied at University level before either in the UK or your home country
  • What passport you hold - UK or for another country?
  • Whether you have been residing continuously in the UK or an EU country during the last 3 years - please advise the country of residence.

I am paying my fees by way of a Postgraduate 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@royalholloway.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 Postgraduate 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?

You 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.

 

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@royalholloway.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@royalholloway.ac.uk if you have outstanding fees to settle as this will delay your attendance being confirmed.

 

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

This applies to returning students only

If you believe your fee status has been incorrectly classified, you should NOT complete your online sign up and contact our Admissions department at

Admissions Enquiry Form (royalholloway.ac.uk) to dispute your fee status.

My Alumni Discount is not my account, who should I contact?

My Alumni Discount is not correct, who should I contact?

My tuition fees are incorrect, who should I contact?

Please contact Student-Administration@royalholloway.ac.uk note Student Fees cannot update any billings as they collect payments only

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@royalholloway.ac.uk quoting your student ID number.

I am continuing student do I need to send my sponsor/employer letter again?

You will need to provide a letter from your sponsor/employer confirming they are paying your fees for each year of study and email to student-fees@rhul.ac.uk quoting your student ID number.

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/

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 obtain a Student Status Certificate?

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

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.

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.

Undergraduates with approved SLC loans

Royal Holloway will begin updating fee records with approved loans from the beginning of September. Confirmations of Attendance will be sent to the SLC from the start of term (20 September 2021). Confirmation for new students will be sent only once you have completed ID check.

Postgraduates with approved SLC loans

If you intend to use your loan to pay your fees you need to send a copy of your approved loan and payment schedule to student-fees@royalholloway.ac.uk so a payment plan can be set up on your record. Confirmation of your registration will be sent to the SLC once you have completed ID check.

Invoice Queries

Any enquiry regarding the amount you have been billed and any scholarships that need updating will be forwarded to Student Administration student-administration@royalholloway.ac.uk. The Student Fees team does not have direct access to update your fee billings or your invoice.

Applicant Enquiries

Enquiries regarding the issue of CAS letters, fee status enquiries and information requests from prospective students are dealt with by the Admissions team and will be forwarded to Admissions Enquiry Form (royalholloway.ac.uk)

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

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

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.

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.

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: to be considered, 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.

What are the payment dates of my bursary?

How do I provide consent to SFE to share my financial details with Royal Holloway?

For bursaries and scholarships that are awarded based on household income, both you and your sponsor(s) (usually parent(s) or partner) need to give consent to Student Finance England (SFE) to share this information with us. For example, if you live with both parents then you, your mother and your father will need to give their consent to SFE.

Both you and your sponsors can set up this consent by calling 0300 100 0607. The line is open Monday to Friday 8.00am to 8.00pm and Saturday and Sunday 9.00am to 4.00pm.

If you think you may be eligible for the Care Leavers and Estranged Students 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 receive 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.

You can find out more on what financial support you may be entitled to and how you will receive the award here

When will I receive my scholarship?

You need to have accepted your scholarship award, fully completed your enrolment and added your bank account details in Campus Connect before any scholarships can be paid. You can check that your enrolment is complete on Campus Connect by viewing the Start of Session Checklist to ensure you have all green ticks. Please also check the payment date of your scholarship to see when payment is due to be made. 

How do I get my scholarship/bursary payments?

If your bank details are on campus connect you will receive your payments on their set payment dates.

Postgraduate Alumni Discount, what is this and how much will I receive?

We are offering a 33% discount on tuition fees across a range of Masters courses for Royal Holloway alumni who start their postgraduate studies with us in the 2021/22 academic year. 

The discount is available to students who completed their undergraduate or postgraduate degree with us in 2020, or are due to graduate in 2021. You do not need to apply for the discount as it will be automatically deducted. study (excludes students who receive the Principal's Masters Scholarship).

A list of eligible Masters courses below. If your chosen degree is not listed, you can still receive a 15% tuition fee discount as alumni of Royal Holloway. study (excludes students who receive the Principal's Masters Scholarship).

Please note: Students on CPD courses are not eligible for any alumni tuition fee discount. If you receive certain Royal Holloway scholarships you may not be eligible for the discount. Please see our scholarships terms and conditions for full details. The discount is only applied for the first year of study.

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/

Any further scholarship/bursary queries?

If you have any further queries regarding your scholarship/bursary please see here: https://www.royalholloway.ac.uk/studying-here/fees-and-funding/scholarships-frequently-asked-questions/

 

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.