Frequently asked questions

This page contains answers to frequently asked questions about the following subjects. Click one of the links below to jump straight to the answers:

My personal details

I want to change my address, email or mobile number

You can update your contact details in the ‘My Study Details’ section of the UAL portal.

I want to change my name, gender marker or title

Please review guidance on our website. You can update relevant details on your student record by updating your UAL portal or submitting a change request form to the Head of Academic Registry.

Requesting and signing letters

Please note that we can only issue letters or sign external documents for students who have been either conditionally or fully enrolled.

I need a letter to open a bank account

If you applied for your course through UCAS, you can apply for a bank account using your personal status codes. Please see the UCAS website for details.

If you didn’t apply through UCAS, please email csmstudentcentre@arts.ac.uk from your UAL email address including your student ID number and the name of the bank you are applying to. A letter will then be sent to you by email.

I need a council tax exemption letter

If you are a Foundation, Undergraduate or Postgraduate full-time enrolled student, you can download a personalised council tax exemption letter from the ‘my Study Details’ section of the UAL portal. Part time students are not eligible for council tax exemption.

I need a letter to confirm I’m a student

Please email csmstudentcentre@arts.ac.uk from your UAL email address including your student ID number. A letter will then be sent to you by email.

I need a letter to confirm that I previously studied at Central Saint Martins

Please email csmstudentcentre@arts.ac.uk including your student ID number (if known), date of birth, course name, and address at the time of studying. If we can verify your record, a letter will be returned to you by email.

I need a letter for a Schengen visa application

Please email csmstudentcentre@arts.ac.uk from your UAL email address including your student ID number. A letter will then be sent to you by email. Find out more about immigration and visas.

I need a form stamped

Please email csmstudentcentre@arts.ac.uk from your UAL email address including your student ID number and a PDF copy of the form. Once reviewed, and if accepted, we will complete and return to your university email account.

Visas and immigration

I need to talk to someone about my visa / immigration status

Please contact our Student Advice Service for support and guidance.

I need help with enrolment

Take a look at our enrolment information. If you have further questions, please email enrolment@arts.ac.uk or use the live chat service (Monday - Friday, 10am - 4pm).

Finance

How do I pay my tuition fees?

Please refer to our how to pay your fees guidance. If you have further questions, please contact tuitionfees@arts.ac.uk or complete the Finance Student Enquiry Form.

How do I apply for the UAL Hardship Fund?

View the University Hardship Fund guidance to see if you are eligible.

Can I request financial support for IT equipment?

The University Hardship Fund can help students who may need financial support to access online learning.

I need to speak to a Student Adviser about my finances

Please contact our Student Advice Service for support and guidance.

Extenuating Circumstances and Time Out

I need to apply for Extenuating Circumstances

There may be times when illness or other issues may affect your ability to meet an assessment deadline or the level of your performance at assessment. In such cases, you may be able to submit a claim for Extenuating Circumstances (ECs). This can be done through the UAL portal. Find out more about how to submit an Extenuating Circumstances claim.

I want to request some time out from my studies

To request a break from your studies, please review our website and the Student Guide to Taking Time Out.

What can I access when I’m on Time Out and what happens when I’m due to return?

Please see pages 4-5 of the Student Guide to Taking Time Out.

You remain eligible for council tax exemption during your break, however letter downloads won’t be available via the UAL portal. If you require a council tax exemption letter, please email csmstudentcentre@arts.ac.uk from your UAL email address including your student ID number. A letter will then be sent to you by email.

Student ID cards and lockers

I’m a new student, how do I collect my ID card?

Find out more about Student ID card collections for new students.

I’m a current student, how do I get a replacement ID card?

If you have lost your ID card, you will need to purchase a replacement from the eStore. The cost is £5. Once purchased, please collect your card from the CSM Student Centre desk at our King’s Cross Reception. The desk is open Monday–Friday, 9.30am–1pm and 2–4pm during term time and 9.30am–1pm outside of term time.

Foundation students can collect their card from the King's Cross Reception or the Foundation Administration Office in the Archway Main Building. The Archway office is open Monday, Tuesday and Thursday, 10am – 10.30am and 1pm – 2pm.

If your ID card has stopped working, please visit the ID card desk at our King’s Cross Reception.

Damaged or stolen ID cards will be replaced free of charge. Please provide a crime reference number if your card is stolen.

If you wish to change your ID card photo, please email your chosen image from your UAL email account to csmstudentcentre@arts.ac.uk including your student ID number. Your photo must be clear with nothing obstructing your face. Please purchase your new card and bring your receipt to the Student Centre.

I’m having issues with my locker

Review our locker information to see if you can resolve the issue. If not, please email our Infrastructure team at infrastructure@csm.arts.ac.uk from your UAL email address or come to the Locker Surgery at the King’s Cross Reception, Monday - Thursday, 1-2pm. If emailing, please remember to include your student ID number and details of your full locker number, including the location information printed on the label on the front of your locker.

Please note: if you have replaced your ID card, you must visit the Locker Surgery to have your new card programmed to your locker.

IT support

I can’t log in to Moodle / SITS / UAL Email / other IT systems

You may need to reset your password, which you can do via UAL Password Self Service (PSS). If this doesn’t resolve the issue, please contact IT Services for support.

I need to report an issue with a digital learning platform

If you require technical assistance with digital learning tools such as Moodle, Padlet and Workflow, please raise a ticket with MySupport.

Attending your classes

I need to speak to my course team

Contact details can be found on your course Moodle page. If you cannot find the correct tutor, please contact your programme administration team.

How do I access my timetable?

Find out how to access your student timetable.

Health and wellbeing

I need a Physical First Aider

Call +44 (0)207 514 6281 from a mobile (or 6281 from an internal College phone). Provide your room number and ask for a Physical First Aider to attend the casualty.

DO NOT move the casualty unless it is dangerous to leave them where they are. Even minor injuries can be aggravated by unnecessary movement.

If you need an ambulance, call 999 from your mobile (or 5999 from an internal College phone) and provide your location.

You must then call +44 (0)207 514 2222 (or 2222 from an internal College phone) to let the Control Room know an ambulance is on its way.

Contact details for external emergency helplines and out of hours support can be found on our website.

I need a Mental Health First Aider

Call +44 (0)207 514 6281 from a mobile (or 6281 from an internal College phone). Provide your room number and ask for a Mental Health First Aider to attend.

Contact details for external emergency helplines and out of hours support can be found on our website.

I need mental health support

If you are concerned about your mental health or wellbeing, please contact the Student Health duty team on +44 (0)20 7514 6426 or studenthealth@arts.ac.uk. The duty team are available 10am - 4.30pm, Monday to Friday, during term time.

Discover more tips and advice on student wellbeing.

How do I access counselling?

Find out more about our counselling service or complete the Counselling and Health Advice request form to request an appointment.

If you have a general enquiry or query about appointments, please contact the Counselling team on +44 (0)20 7514 6251 or counselling@arts.ac.uk. The admin team are available 10am - 4.30pm, Monday to Friday, except public holidays and during University closures.

How do I register with a doctor?

Find out how to register with a Doctor on our health advice page.

How can I access disability and dyslexia support?

Find out more about Disability and Dyslexia support, or contact the team by email disability@arts.ac.uk or telephone +44 (0)20 7514 6156.

How can I find out more about student support?

Visit our help and support page to find out how we can support your health, wellbeing, studies and career development.

Student discounts

Can I get travel discounts as a student?

Find out how you can get discounted travel through Transport for London. You may also be eligible for a 16 – 25 Railcard.

Railcards / other documents requiring signature

16+ Zip Oyster photocard

16+ Zip Oyster photocard applications are processed and approved at the Student Centre. Please email csmstudentcentre@arts.ac.uk from your UAL email address including your student ID number and a PDF copy of the form. Your form will be returned via email.

18+ Student Oyster photocard

18+ Student Oyster photocard applications are made via the TfL website. Applications are processed and approved by the Student Systems Help team.

Please allow 7 working days for your application to be approved. If you are still awaiting approval after this date, please email studentsystemshelp@arts.ac.uk for further assistance.

Please ensure that your term time address is correct when making your application through the TfL website. Applications made with incorrect or missing information will not be approved by UAL. You can update your term time address via the ‘my Study Details’ section of the UAL portal.

Take care to apply to the correct education establishment and for the correct photocard type. Incorrect applications won’t be refunded by TfL. Select/enter the following information:

Education Establishment: ‘University of the Arts London’
Photocard type: Apply to ‘School, college or university course’. Do not apply to ‘Work Placement’ unless you are on a placement year.
Student enrolment (ID) number: Enter your 8-digit UAL student ID number

Which student discount apps are available?

Popular student discount apps like UniDays, Student Beans and Totum offer savings on a wide range of products and services.

Certificates and Transcripts

I need a copy of my transcript

If you are a current student, please email csmstudentcentre@arts.ac.uk from your UAL email address including your student ID number.

If you completed your course after 2018, please email csmstudentcentre@arts.ac.uk including your student ID number (if known), date of birth, course name, and address at the time of studying. If we can verify your record, a copy of your transcript will be returned to you by email.

If you completed your course before 2018, please contact one of the following:

Foundation students: feoffice@arts.ac.uk
Undergraduate and Postgraduate students: Awards department

I need a signed and/or stamped copy of my transcript

Please contact one of the following:

Foundation students: feoffice@arts.ac.uk
Undergraduate and Postgraduate students: Awards department

I need a copy of my degree certificate

Please contact our Awards department for assistance.

Other

I have a question not answered here, who do I ask?

Please email csmstudentcentre@arts.ac.uk, and we will refer you to the right place.