The aim of the NHS Business Services Authority Student Bursaries is to ensure the prompt and accurate assessment, review and payment of bursaries and clinical placement travel and accommodation expenses applied for by NHS commissioned students attending pre-registration training courses at Higher Education Institutions (HEIs) in England.
Degree level students receive a means tested award, diploma level nursing and midwifery students and Operating Department Practitioner students receive a non-means tested award. Eligibility and the level of bursaries and additional support available are not determined by NHS Student Bursaries but rather we implement the terms of the Department of Health's NHS Bursary Scheme, which specifies in detail the support available.

Degree level students receive a means tested award, diploma level nursing and midwifery students and Operating Department Practitioner students receive a non-means tested award. Eligibility and the level of bursaries and additional support available are not determined by SGU but rather we implement the terms of the Department of Health's NHS Bursary Scheme, which specifies in detail the support available.

We:

• record details of offers of all relevant NHS funded training places made by HEIs,
• Send letters to individuals who have been offered an NHS funded place by HEI's, detailing how to download the correct application form from our website,
• Send letter to continuing students who need to have their bursaries re-assessed, detailing how to download the correct application form from our website,
• record and validate the information provided by new and continuing students and use this to calculate their entitlement,
• notify new and continuing students of the level of award made,
• pay any Bursary due,
• re-assess bursary entitlements where a student's circumstances change,
• recover any bursary amounts paid in error or that became due as students' circumstances change (e.g. they leave the course),
• maintain a database of students, bursary awards, education commissions made by consortia and training offers made by HEI's,
• process any clinical placement claims submitted via the HEIs and pay any amounts due,

We aim to:

• provide a timely, accurate and helpful service to students,
• Issue prospective students with a letter telling them how to download an application form following notification of the offer of a training place by the HEI,
• process completed bursary application forms for new eligible students and issue a Notification of Award letter,
• pay new eligible students two months bursary into their bank accounts within 10 working days of receiving enrolment confirmation from the HEI, providing the students have correctly completed and submitted their bursary application forms within 2 months prior to the start of the academic year,
• pay new scheme students their subsequent bursary instalments into their bank accounts on the third Friday of each month,
• Issue continuing students with a letter detailing how to download a bursary application form before the start of the academic year,
• process correctly completed bursary application forms for continuing students to ensure uninterrupted payment, providing that individual application forms have been returned within 2 months of the start of the academic year,
• inform students as soon as possible if an overpayment of bursary has occured,
• re-access student bursary entitlement within 30 working days of receiving all necessary information and documentation detailing a change of circumstances,
• process practice placement expenses within 30 working days of receipt and, where appropriate, release payment in the next available payment run,
• process student bank account changes and change student addresses within 30 working days of receipt of the appropriate documentation,
• ensure confidentiality of personal information in accordance with the Data Protection Act,
• deal politely and efficiently with all telephone calls,
• identify ourselves by name in correspondence and on the telephone,
• ensure all application forms are available to download from the NHS Student Bursaries website.

Literature

• We provide details of how to download application forms (including notes on how a bursary is calculated) to all new and continuing students,
• We provide HEIs with notes for guidance on relevant NHS student support matters.
• We provide clinical placement travel and accommodation claim forms and guidance to HEIs, which you can download from our website.

Contacting Us

• Our website address is www.nhsstudentgrants.co.uk. The website contains useful information and frequently asked questions about NHS Bursaries, including eligibility and how to apply.
• We also operate a student helpline, our telephone number is 0845 358 6655. During our peak time of June to October, the helpline is extremely busy and applicants are advised to consult the website for information. If you have a specific query, we would request that you write to us rather than telephone or email.
• Our staff will try to answer all calls promptly. If your enquiry cannot be dealt with in full when you call, we will return the call within 5 working days during normal office hours and at a time that suits you. Otherwise your enquiry will be dealt with, within 30 working days.
• Calls are normally accepted from 8.00am till 6pm Monday to Friday and 9.00am to 3pm on Weekends (except public holidays).

Personal touch

• Our staff will identify themselves by name in correspondence and on the telephone.

NHS Student Bursaries aims to assess all students' applications accurately and promptly without any mistakes. Occasionally this does not happen and is of great concern to us.

If you think we have made a mistake please tell us. If we have, we will apologise and put things right as quickly as possible.

If you are not satisfied, we have a Complaints and Disputes procedure. This is a two stage process, the first of which asks you to write to the Customer Services Team, who will review your case afresh and let you have a response within 30 working days. If this is not possible we will send you an interim reply keeping you informed of the progress of your complaint.

You are entitled to have your case looked at a second time if you remain dissatisfied. If you want to do this, please write to the NHS Student Bursaries Section Manager, Hesketh House, 200-220 Broadway, Fleetwood, FY7 8SS who will respond to your complaint within 30 working days.

We take all complaints seriously and our aim is to resolve them as soon as possible.

We regularly monitor our performance with the aim of improving the services provided and the Section Manager is responsible via a formal Annual Review process to Ministers for the NHS Student Bursaries overall financial performance, efficiency and cost effectiveness.

• Complete your bursary application form fully and accurately and send it to us accompanied by all the necessary supporting documents as soon as possible.
• Keep the notification of award letter we send you and always quote your reference number in correspondence and telephone calls.
• Let us know immediately in writing if you change your name, address or telephone number; or if you leave or change your course of study; or if there is a change in your personal or financial circumstances which might affect your bursary award. Failure to do so may result in an overpayment, which you will be required to repay.
• Repay any monies due to NHS Student Bursaries on time.