Student and Pupil Support

Frequently Asked Questions

Below are some examples of frequently asked questions. Please do not hesitate to contact the Student and Pupil Support office if you need any further assistance.

Q. How long will Westminster City Council take to process my application?
A. All applications and correspondence will be dealt with within a maximum of 30 working days of receipt. If you are applying for Student Finance and have applied online, your application will be dealt with within 20 working days.

Q. If I send in original documents such as my passport, when will I get them back?
A. We will ensure original documents are returned to you within five working days.

Q. Can I provide my application form, letters or documents to you face to face?
A. You can provide all forms, letters and documents at any of the Westminster One Stop services. If you would prefer not to post your original documents, such as a passport, they can be certified and copied at the One Stop instead.

Q. What if I have a complaint?
A. You can make a complaint in writing, by telephone or by visiting a One Stop service. Written complaints should be addressed to the Manager for Student and Pupil Support at the address shown below.

If you are not satisfied with the response you are given or the way your complaint has been handled, you can contact the Customer Services Officer (Children and Community Services) by telephoning 020 7641 1944.

You can also raise your complaint with your Councillor at any stage. One Stop services will tell you how to contact them.

Q. How do I contact Student and Pupil Support?
A. Here are the contact details for Student and Pupil Support:

Student and Pupil Support
Westminster City Council
1st Floor
215 Lisson Grove
London
NW8 8LF
email: studentfinance@westminster.gov.uk
tel: 020 7641 1842/3
fax: 020 7641 1830

Locations and contact details for One Stop services