Have a look at our customer charter below.
What to expect from your SID team
Our SID advisors are your first point of contact for information about student support services including:
- fees and funding
- support for international students
- UniCards, letters, transcripts and certificates
- references and verifications
If we cannot help with your question right away, we will direct your enquiry to the appropriate team within the SID Online system.
You can access web based information about University services in our A to Z of services and support.
Greet you in a friendly and welcome manner
Treat all customers with fairness, dignity and respect
Provide you with up to date and accurate information
Demonstrate sensitivity and ensure confidentiality
Give you the opportunity to explain what help you need
Answer calls/emails as soon as possible and ensure that you know our names and area of work
Let you know that we have received your enquiry (if not face to face)
Let you know the next steps and keep you informed of progress, if we can't resolve your enquiry immediately
Learn from our customer interactions and feedback in order to share best practice across our teams
We would ask you to:
Treat us with fairness, dignity and respect
Respond to requests and provide staff with up to date information within requested timescales
Be willing to provide identification (UniCard) if required
- Let us know how you found your experience by giving us feedback
Please find the full information on our Customer Charter poster.
SID Online allows us to share your enquiry across the University teams in order to ensure efficient resolution. If you would like to know more about the Data Protection processes within the University and what applies to SID Online, please have a look on our Data Protection pages.