Credit Control Service Standards
The Credit Control Team is responsible for the management, collection and legal recovery of all UEL income invoiced to our customers (students and companies). Accordingly, we provide a wide range of services, advice and guidance to students, sponsors, internal/external customers and agencies. Information about the services we provide is published on www.uel.ac.uk/financialservices/stewardship/creditcontrol/
We are:
- Available to all our customers to speak to, face to face, on a daily basis (Monday to Friday, except bank holidays) by providing daily ‘drop-in sessions’ at advertised hours. The daily ‘drop-in’ sessions are provided to enable students to discuss fee/payment queries, payment problems and agree/update payment plans.
The service is suspended during the Semester A & B enrolment periods when all staff are based in the enrolment centre and available to students within the centre during advertised times. - Contactable by phone via the Finance & Registry Help Team on telephone number 020-8223-7526 and via the Credit Control Team telephone number 020-8223-7333 (9.00am to 5.00pm, Monday to Friday, excluding UEL & public bank holidays).
- Contactable directly via e-mail address creditcontrol@uel.ac.uk for any customer (students, sponsors – past, present and future) wishing to write to us with enquires, queries, to request advice or notify us of concerns or complaints.
- Contactable directly via fax number 020-8223-2839.
- Contactable directly by letter, which should be sent to us at the following address;
Credit Control Team
Room EGB.09
University of East London
University Way
London, E16 2RD
We aim to:
- Acknowledge and assist immediately with credit control related enquiries made in person by providing face to face assistance for all visitors to the office during the published ‘drop-in’ service times. Outside of the ‘drop-in’ service times we will assist with in person enquiries whenever possible – staff levels permitting.
If the enquiry: Cannot be resolved immediately or needs to be referred to colleagues in a School or another Service in the first instance, the enquirer will be informed and advised how the matter will be dealt with and should be followed up.
If the enquiry: Is not related to the services provided by the Credit Control Team we will provide you with details of which colleagues/Team/School/Service within the University will be able to assist you and if necessary complete a ‘referral form’ for you to give to them. - Answer telephone calls made during office opening hours promptly (within 4 rings) or divert to another available number. Voicemail messages will be answered within 3 working days.
- Reply to written correspondence received within 5 working days.
We will:
- Provide services in a courteous, prompt and efficient manner, abiding by the University’s policies,
equal opportunities, data protection and freedom of information. - Listen to and consider any feedback or service delivery suggestions you may have, and accommodate these where appropriate and possible during our annual service standards review.
Credit Control experiences peaks in demand at certain times of the year. During these times it may take longer than usual to respond to correspondence and enquiries.
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