I don't have any money and it's the start of term – help!

The official advice here is to approach your university or college and ask about the Access to Learning Fund (or, if you are studying in Scotland, Wales or Northern Ireland, the equivalent hardship funds).  You should ask for an emergency loan to help cover you until your student finance payments come through.

You should also speak to the university or college about your tuition fee liability – the advice to institutions from the Government, NUS and Universities UK has been to show understanding to students who are experiencing delays in the system, and we expect that most will. NUS has also spoken to universities and other major providers of student accommodation asking them to be sympathetic to students who are unable to pay rent for these reasons.

Other options for finance in these first few weeks may be to use the interest-free overdraft facility in your student bank account, savings, earnings from part-time employment or help from your family.

Students who are disabled or who have children should make sure they are applying for all possible help through the social security system and the tax credits system, although for some this will be difficult because they have no evidence of their student support entitlement.

If you are still struggling, contact the advice centre in your university, college or students' union for their support and guidance.

I can't get through to the helpline – what can I do?

The most recent statistics NUS has seen indicate that there are 100,000 calls a day being made to Student Finance England, whereas their phone lines are set up to handle only 25,000 per day.  Therefore it is difficult for many to get through.

It's easier to get through after 6pm (the phone lines open until 8pm) and at weekends (the helpline is open 9am till 5.30pm). 

I've been sent my final notice of entitlement but the amount of money that I'm being given is lower than I expected – is this right?

In order to process as many applications as possible before the start of term, Student Finance England is assessing applicants for non-means tested support first, with plans to go back at a later date to look at entitlement to means-tested grants and loans.

Your letter may therefore only reflect the non means-tested elements of support – the loan for fees (up to £3,225) and 72% of the loan for maintenance.  For students living away from home and outside of London, that 72% comes to £2,564.

If you have applied for means-tested support, you should be assessed for this in due course and you will receive an updated notice of entitlement when this happens.

If this money isn't enough, please see the answer to the first question above for information on where to go next.

Student Finance England have lost some documents I have sent them, or they say they have never received them – what can I do?

We've received numerous complaints from students and parents about lost documentation.  Unfortunately there's no quick way to fix this, apart from persevering with the helpline.

You should make sure you keep copies of all correspondence you do send, and post any important documents registered delivery and in strong envelopes, taped closed to make sure.

I think that Student Finance England have made a mistake – they've told me I'm not eligible for funding but I'm sure that I am!

We've also heard of many cases where students have been given the wrong information about whether or not they are eligible for support in the first place.

If you think this is the case, speak to the advice centre in your university, college or students' union in the first instance, as they will be able to tell you if the decision is correct according to the student support regulations.

I want to make a complaint about how Student Finance England have dealt with my application – who should I speak to?

The Student Loans Company, who operate Student Finance England, have a complaints procedure.

If you remain unsatisfied once you have exhausted this procedure, you can ask the SLC to refer your complaint to the independent assessor for the Student Loans Company, who acts as a final court of appeal.

The procedure isn't necessarily the best way of a quick resolution to your problem so if making a complaint don't rely on this to get you funding more quickly.