Service Level Agreement (SLA) from the Student Immigration Team

The following document summarises how the Student Immigration Team at the University of Stirling supports students, and how we operate. It also outlines what we expect from students using our service. It is important that all students asking for advice or using our services read and understand this information.

1. What immigration advice and services does the University provide?

The Student Immigration Team offers all international students support and guidance in relation to their immigration status in the UK. We also provide free immigration advice in relation to Student Route applications.

We also advise students on the conditions of their Student Route visa and the implications of non-compliance with their visa conditions. We may ask you to meet with us to discuss your attendance or conduct that may affect your immigration status. The aim of these meetings is to help you recover the situation so as not to put your immigration status at risk.

The immigration services we provide include liaising with UKVI (or other government departments) on your behalf in relation to your immigration status or any outstanding applications. We will always discuss this with you beforehand and obtain your authority to do so. 

If we cannot provide advice or a service in relation to your enquiry or immigration status we will tell you. We will provide you with information to help you decide how to proceed.

2. What immigration advice and services does the University NOT provide?

We are licensed only to advise on Student visas and cannot assist with other immigration route queries. We have limited communication with UKVI and, unfortunately, cannot expedite or influence student visa applications. We are not responsible for the decisions made by UKVI.

3. How can I access immigration advice at the University?

In the first instance please email [email protected], setting out your enquiry. Please include your student number and/or full name in all correspondence. We will normally respond to email enquiries within 3 working days. 

Please do not email us multiple times with the same query, as this leads to an unnecessary backlog and duplication of work for the team.

Alternatively, please contact the Student Services Hub via email at [email protected], by phone on 01786 466022 or visit Campus Central in person.

To request a face-to-face enquiry with a member of the immigration team, please come to the Hub on the ground floor of Campus Central and scan the QR code to join the queue. A Hub Assistant will call you forward to have a chat when they are available.

4. How long will it be before I see an Advisor?

Advisors are normally available on campus during normal business hours every working day for face-to-face meetings.

5. How can I arrange an initial appointment?

You can request an appointment directly through the Student Services Hub who will then contact the immigration team. If we are unable to meet you straight away, we will schedule a meeting during business hours that at a time and date convenient to you.

6. What happens at the appointment?

The aim of the meeting with an Advisor is:

to discuss your enquiry and understand why you need our assistance;
to discuss your immigration status, and to explore what advice you need and how we can help;
to check your documents if you are submitting an application and to help you complete the online application form;
to resolve your query and provide comprehensive advice if possible;
to give you information about other resources which may be more appropriate if we cannot help.

You may be asked to attend another appointment to discuss your case or be asked to submit further information or documents. Your Advisor will let you know if this is the case at the end of the appointment. 

7. What happens next?

If you need to come back, then subsequent appointment dates will be agreed directly with the Advisor and recorded on our calendar. 

8. How many appointments will I have?

Our aim is to resolve your query at your first appointment. However, there may be times when we ask you to return with more information or additional documents. 

Sometimes it may not be possible to complete your visa application. In these instances, we will book another appointment with you so that you know when to return. There are no limits on how many appointments you can have. 

9. What does the service expect of me?

We ask that you provide honest and accurate information at all times. This will allow us to provide you with the best possible advice and avoid putting your immigration status at risk.
Turn up for appointments and arrive on time.
Bring all required documents in the format requested.
Provide us with up-to-date contact details (email and telephone number) so we can contact you if required.
Give at least 24 hours' notice if you need to cancel an appointment, so that we can offer appointments to other students who need our support.
Allow us to keep confidential notes and information about your engagement with the service.
Recognise that there will be times when we may need to share information with other colleagues and/or external agencies to provide the best level of support available (note: we will always seek to discuss information-sharing with you).
Reply to requests for information after appointments to ensure we can close your enquiry and update your student record.
Engage with all agreed contact points set up during the appointment and provide confirmation of any action taken when required.
Holders of a student visa attend and engage with any agreed academic contact points.

10. Is my information confidential?

Depending on the nature of your enquiry, we may have to share your information with colleagues across the institution and/or with external organisations, e.g. UK Visas & Immigration or Police Scotland. We will always discuss this with you first, and you may be asked to provide written authority for us to share your information. 

11. Useful links

The following links provide useful visa information on the GOV.UK website.