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Go to SID Online to ask SID a question

Our Promise to You

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:

  • accommodation
  • exams
  • fees and funding
  • graduation
  • 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.

Staff and Student IT enquiries are now dealt with by the IT Helpdesk, which is available here

We will:

  • 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.