FAQ

The RUSU Advice Service is located in The ARC, in the Students' Union building on the Whiteknights Campus.

Visit The ARC during one of the drop-in sessions and meet with a Duty Adviser without having to make an appointment.

Students will be seen on a first come, first served basis. Drop-in sessions may be restricted to 20 minutes duration. During busy times, the advisers cannot see anyone who arrives 30 minutes before the end of the Drop-in session.

All the advisers are able to provide generalist advice on housing, money, academic and welfare issues. If you see a Duty Adviser during a drop-in session, they will be able to provide information/advice and will also be able to determine if you require more specialist help. If you require specialist advice, available from a specialist adviser, the Duty Adviser will make an appointment for you to meet with a specialist adviser.

If you are already aware you need specialist help, you should book an appointment to meet with an adviser who can provide you with specialist advice. To make an appointment call 0118 378 4100 or visit the ARC Reception. Appointments are restricted to 45 minutes. If a further appointment is required, the Adviser will discuss this with you during the session.

Occasionally we may need to cancel your appointment due unforeseen circumstances such as illness. In these instances, we will contact you by telephone to rearrange your appointment.

We no longer provide immigration advice. A new immigration service is operated by the University. Details of this service can be found on the University’s website or you can seek advice from independent immigration advisers.

The ARC is open from Monday to Friday (except Bank Holidays and University Closure dates).

Complete our feedback form to let us know when we are offering an effective service and also where we need to make improvements.

If you have a complaint, we hope that you will come and talk to us and tell us why you are unhappy with our service. If you feel that this is not an option, please follow the complaints procedure.

We provide a totally confidential and discrete service to all our users. We will not disclose to anyone that you have met with a Adviser unless we have your consent to do so.

However, there are specific circumstances where exceptions can arise. Please read our Confidentiality Policy for further clarification. If you have any concerns about confidentiality, please feel free to discuss them with a Student Adviser.

Any case notes are kept electronically and paper copies are stored securely. Only members of the RUSU Advice team and our Data Protection Officer 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.

If you need to speak to someone urgently, you could contact an alternative advice services or help lines.

If you do not need to speak to someone immediately, you can call us out of office hours and leave a message on 0118 378 4100 or email advice@rusu.co.uk.