The Wigan Student Loans Team is committed to delivering a quality service to all customers, ensuring that all students receive loan and grant cheques within the first week of college or university term, where possible, and to paying course fees within statutory deadlines.
What can you expect from us?
- Application forms to be despatched by second class post within two working days of a request by telephone, letter, e-mail, etc
- Most application forms to be available from the Student Loans Team, Wigan colleges and the Student Loans website
- Application packs to contain explanatory literature giving full and accurate information
- All items of general correspondence to be answered within 10 working days of receipt
- New application acknowledged via letter or email within 5 working days of receipt
- All applications, and correspondence relating to applications, will be dealt with within a maximum of 30 working days of receipt
- Prompt, courteous and helpful attention by trained and experienced staff
- To be interviewed by a member of staff within 30 minutes of an arranged appointment time
- Telephones to be answered within three rings
- Any complaint to be dealt with in accordance with Wigan Council’s published procedures. You can make a complaint in writing, by telephone or email, if you prefer. Written complaints should be addressed to Donna Manchester Student Loans Manager (Donna Manchester) of the Student Support Team at the address below:
Student Support Service
Children and Young People's Services
Progress House,
Westwood Park Drive,
WIGAN,
WN3 4HH
If you are not satisfied with the response you have been given or the way your complaint has been handled, you can contact the Customer Services Officer at Children and Young People's Services by telephoning main reception on 01942 486123 or 486124.
How can you help us?
You can help us achieve high standards and to deliver a quality service by;
- Completing the application form fully and by making sure that you answer all the questions to avoid delay or errors;
- Sending us all the information and original documents (not photocopies) we need with the application;
- Submitting your application form by the recommended deadline date(s);
- Telling us immediately of any changes in your circumstances, as they may affect your entitlement to an award.
We need your co-operation to do our work efficiently and accurately. Please read the information we send you and follow our instructions carefully. This will help us to help you.
