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How long will it take to get a response to my enquiry?

We aim to respond within 3 working days but responses can exceed this time during particularly busy periods, for instance, following the release of results. We are not able to advise students without a registration form, or see students without an appointment (unless during drop in).

 

What can I expect during my appointment ?

An Advice Worker will listen to your concerns, ascertain what your options are to resolve the issue and support you to find a resolution. At the end of the appointment, you should have a clear direction of ways forward; an email summarising the discussion and any follow-up actions will also be sent to you. You can have an appointment face to face, over the phone or on Teams.

 

What’s the difference between an appointment and drop in?

An appointment is typically 30-45 minutes long. You will be able to discuss your case in depth with an advisor and go through your next steps.

Drop in is up to 20 minutes with an advisor. You will give an overview of your case and then follow-up actions and an appointment (if necessary) can be booked.

 

How do I complain about my experience at the Advice Service?

We hope you have the best possible experience with SUBU Advice. However, if you are dissatisfied with the service you have received, you can raise a concern by emailing the Advice Manager.

For further details please email subuadvice@bournemouth.ac.uk.

 

Do you offer legal advice?

Our advisers are trained on a number of topics, however as we do not offer a formal legal service, the advice we can give on such matters may be limited. If you require legal advice, we would recommend speaking to the Citizens Advice Bureau.

 

What does AQS accredited mean?

SUBU Advice holds the Advice Quality Standard Kitemark (AQS), which demonstrates to students using our service that we are working to the best possible professional standards. You can therefore expect a high quality and consistent service from us, in line with our User Service Agreement.

 

Can you deal with my parent/guardian instead of me?

As one of the primary aims of the service is to enable and empower students to act for themselves, third parties (such as parents of students) will be asked to encourage the students to contact SUBU Advice directly. However, if this is the student’s wish, they will need to send in written consent for the parent/guardian to act on their behalf.

 

What happens to records/case notes taken during an Advice Session?

Any case notes are kept electronically. Only members of the Advice team have access to these case notes. They are not shared with any third party without your consent. The case notes will be destroyed after 6 years.

Can’t see your issue listed? Don’t worry - come speak to us.

SUBU Advice can support you with a range of issues. No problem is too big or too small for us.

If we’re not able to help you ourselves, we can refer or signpost you to services who can.

Please note: We do not give advice on legal or immigration issues. However, we can signpost you to services who are able to assist.