Big Yellow Button - Help and Support FAQs


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C

Collusion

academicIf your Issue is:

Is team work collusion?

Answer:

Collusion is defined within the Academic Policies and Procedures area of the RAU website.


For further Information try:
https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures


Complaints

problem

If your Issue is:
I'm not happy about something at University - how do I make a complaint? 

Answer:
RAU always appreciates your feedback, if we don't know what is going wrong (or right) we can't fix it (or make it even better). There are many ways you can get involved in giving feedback to RAU. If your issue is a general complaint relating to the University, please email student. complaints@rau.ac.uk. If it's programme related start with your Programme Representative, your Personal Tutor or Programme Manager. Keep in mind your message will be stronger if you have already spoken to your colleagues and can present a unified message.  

You can also use tellus@rau.ac.uk

If it's about University policy or structures speak to your SU. They have been elected to represent your voice to the RAU management team. They will also run fortnightly Student Voice meetings where all students are encouraged to attend and input into what happens at RAU. There are also plenty of University committees and groups that would appreciate having a student member, let your SU know if you are interested in this as they will be invited to most of them. 

For anything else you can contact the Student Support Hub and they can help you get your feedback to the right place. The sooner you raise an issue, the more likely it will be resolved in a way that means you get to benefit, not just next years intake.

Other information is available from the One Stop Shop on Gateway

The RAU Academic Regulations are available from the RAU website:
https://www.rau.ac.uk/about/organisation/public-information/academic-information/academic-policies-and-procedures

You can also see: 

The Student Complaints Procedure here:  https://www.rau.ac.uk/sites/files/rau/policies/StudentComplaintsProcedure2017.pdf  


Consent and rape

problemIf your Issue is:
I woke up to find someone having sex with me…is this rape?

Answer:
Active consent by all parties is required for sex to be consensual.  Talk to someone you trust and/or Student Support services. If you want help immediately outside of office hours contact the Porters Lodge dedicated 24/7 emergency landline 01285 889834 and they will be able to contact the Duty Officer for you.  

You can also see:
https://www.nhs.uk/live-well/sexual-health/help-after-rape-and-sexual-assault/

http://www.glosrasac.org/


Council Tax

infoIf your Issue is:
I've been sent letters asking me to pay but I'm a full time student 

Answer:

Registry will be able to produce a letter for you to show to the council.  First, check you have registered your term-time address correctly here https://eu-quercus.elluciancloud.com/app/rau/f?p=1202:LOGIN:1719758722858. Once you have checked your term-time address, email registry@rau.ac to request a council tax letter.  You will then be able to show this letter to the council.

Another link you can try is:

https://urbanfox.info/finances/council-tax/


Counselling

healthIf your Issue is:
Where can I see a counsellor?


Answer:
The University provides a free in-house counselling service. In term time contact one of our Counsellors:  Emma Wingate at emma.wingate@rau.ac.uk ((Wed - Fri) or Celia Povey at celia.povey@rau.ac.uk (Mon-Fri).  If you do not receive a reply, please email student.services@rau.ac.uk.

Out of term time, counselling is available through Cotswold Counselling Service. 

You can also see:  
The Student Support page on Gateway and Student Support Services staff for wellbeing drop in sessions.

If the above does not answer your question, you could try: 
Cotswold Counselling Service, wellbeing and counselling.

You can also see:
The Student Support page on Gateway


Credit card bill

problemIf your Issue is:
I can't pay my credit card bill

Answer:
Please email financial.support@rau.ac.uk who will be able to advise you. 

You can also see:
http://www.moneysavingexpert.com/students/student-guide



Credit card has expired and I have a recurring card payment plan

problemIf your Issue is:
My credit card has expired and I pay for tuition fees

Answer:

If you have set up a recurring card payment to pay your accommodation, tuition or other fees and your card has changed or expired you will need to update your card details before the next instalment is due to be collected. 

You can update your card details at any time online by selecting the update card details option from either the student portal or myRAU and following the instructions. This will ask for an email address and validate this on any active recurring card payment plan and send an authentication email to that email address. The authentication email will list all plans linked to that email with a unique link for you to update your card.

Alternatively visit the Finance Office in George Wing in person.  Never send an email containing your card details.


Cyber Bullying

problemIf your Issue is:
I'm being roasted on social media

Answer:
Your Personal Tutor is available to talk to or you can visit Student Support Services for help. The IT Service Desk is also available for advice on blocking messages.

If you have any IT issues please contact the IT Service Desk in person in the Library Foyer, by phone on 01285 889 841 or by email at IT.Service.Desk@rau.ac.uk (open Monday to Friday from 8:30am - 5:30pm).


You can also see:
The Student Support page on Gateway



D

Dental problems

healthIf your Issue is:

I have terrible tooth ache/my wisdom teeth are killing me!


Answer: 
Visit https://www.nhs.uk/Service-Search/Dentists/LocationSearch/3 for a list of local dentists accepting NHS patients or you can look around for a private dentist. If you are in a lot of pain and it's out of office hours call 111 and they can tell you how to access an emergency dentist.

You can also see:

The Student Support page on Gateway


Disability

healthIf your issue is:
I have a disability – dyslexia, medical or mental health condition, mobility, sight or hearing impairment  – who should I tell, what help can I get?

Answer:

Let the University know as far in advance as possible. Contact the Disability & Inclusive Learning Advisor Rebecca Reynolds who is based in the Student Hub in the Emrys Jones Centre. You will be offered an appointment to discuss what adjustments are possible to support you.

Contact details: e-mail enable@rau.ac.uk

You can also see:
The RAU Dyslexia and Disability page on Gateway and on the RAU website:
https://www.rau.ac.uk/university-life/student-services/support-and-wellbeing/disabilitydyslexia

If the above does not answer your question, you could try:
https://www.nhs.uk/Service-Search/Disability%20information%20and%20support/LocationSearch/334



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