Version 1.0 - Last Updated: 24 Feb 2021

Schedules and service levels

Application processing service levels


Online applications with no physical evidence

95% within 5 working days.

We will process 95% of all online applications that do not need any physical evidence and have successfully passed the Identity and Passport Service check within 5 working days of receiving them.

Online applications with physical evidence

95% within 20 working days.

We will process 95% of online applications needing any manual check of physical evidence within 20 working days of receiving them.*

Paper applications

95% within 20 working days.

We will process 95% of all paper applications within 20 working days of receiving them.*

Online Change of Circumstance forms

95% processed within 5 working days.

We will process 95% of all Change of Circumstance forms you or learners submit on the Learning Provider Portal or the Customer Portal within 5 working days of receiving them.

Paper Change of Circumstance forms

95% processed within 20 working days.

We will process 95% of all paper Change of Circumstance forms within 20 working days of receiving them.

EU Settlement Scheme share codes

95% processed within 20 working days.

We will request share codes for applicants under the EU Settlement Scheme (EUSS) 24 hours after we receive an online application. Share codes for paper applications should be sent with the application itself.

We will process 95% of all share codes within 20 working days of receiving them. Please see our EU exit and Advanced Learner Loans factsheet for more information on EUSS and share codes.

 

* Where evidence is missing, the processing clock stops when we request further information from the learner. It restarts when the learner returns this information.


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