Enquiry Category Routing
Once the student has logged in to AskQM and is writing their enquiry title, the system will suggest the most relevant categories based on what they have written, making it easier to select the right option. Students can choose from the suggested options, browse a list of popular categories, or start typing to search for more.
We have provided a full list of categories below along with which team queue they route to, to help you to support students.
Choosing the most appropriate category helps to ensure the enquiry is directed to the right team for faster response. However, staff using AskQM can review, recategorise and pass enquiries to another team if needed. Please note that this may cause a slight delay in resolution.
Tip! Please be aware that if the student hasn't logged in to AskQM and uses the public 'Contact Us' form instead, they will need to select both a category (Knowledge Article Topic) and sub-category (Student Portal Category). We always recommend that students log in to AskQM to get the most benefit from the platform.
| Knowledge Article Topic | Student Portal Enquiry Categories | Routed to Queue |
| Programme & Module Support | Extenuating Circumstances | School/Institute Queue |
| Module Support | School/Institute Queue | |
| Student Welfare and Pastoral Support | School/Institute Queue | |
| Timetable | School/Institute Queue | |
| Programme Support | School/Institute Queue | |
| QM Plus | School/Institute Queue | |
| Fieldtrips | School/Institute Queue | |
| Placements | School/Institute Queue | |
| Internships | Careers Support | |
| Studying Abroad | Global Partnerships and Opportunities | |
| Accommodation & Living in Halls | Applying for QM Accommodation | N/A knowledge only |
| Alternative Accommodation | N/A knowledge only | |
| Reporting an issue with accommodation | Residential Services | |
| Support in Halls | Residential Welfare | |
| Residential Fee Payments | N/A knowledge only | |
| Accommodation for Disabled Students | Disability and Dyslexia Service | |
| Graduation & Former Students | Replacement Graduate Documentation | Frontline Enquiry Response Team |
| Certificates | Frontline Enquiry Response Team | |
| Verifying Degrees, Awards and Attendance | Frontline Enquiry Response Team | |
| Graduation: Visas | Frontline Enquiry Response Team | |
| Graduation Ceremony deferrals | Frontline Enquiry Response Team | |
| Graduation Dates | Frontline Enquiry Response Team | |
| Graduation Invitations and Tickets | Events and Ceremonies | |
| Graduation: On the Day | Frontline Enquiry Response Team | |
| Alumni | N / A - Knowledge only | |
| Appeals and Complaints | Academic Appeal | Appeals, Complaints, Misconduct |
| Appeals Complaints and Conduct Office Queries | Appeals, Complaints, Misconduct | |
| Final Review | Appeals, Complaints, Misconduct | |
| Academic Misconduct Appeal | Appeals, Complaints, Misconduct | |
| Formal Complaint | Appeals, Complaints, Misconduct | |
| Complaint Review | Appeals, Complaints, Misconduct | |
| Disciplinary Appeal | Appeals, Complaints, Misconduct | |
| Fitness to Practise Appeal | Appeals, Complaints, Misconduct | |
| Academic Misconduct | Appeals, Complaints, Misconduct | |
| Student Discipline | Appeals, Complaints, Misconduct | |
| Administrative Appeal | Appeals, Complaints, Misconduct | |
| Tuition Fees | How and When to Pay Tuition Fees | Frontline Enquiry Response Team |
| Tuition Fee Sponsor | Frontline Enquiry Response Team | |
| Early Tuition Fee Payment Discount | Frontline Enquiry Response Team | |
| QMParis Tuition Fees | Frontline Enquiry Response Team | |
| MBBS Malta Tuition Fees | Frontline Enquiry Response Team | |
| NHS Bursary: Tuition Fees | Frontline Enquiry Response Team | |
| Postgraduate Research Student Tuition Fee | Frontline Enquiry Response Team | |
| Pre-Sessional Fee | Frontline Enquiry Response Team | |
| Tuition Fee Receipts | Frontline Enquiry Response Team | |
| Tuition Fee Scholarships and Waivers | Frontline Enquiry Response Team | |
| Tuition Fee Amount or Charges | Frontline Enquiry Response Team | |
| Tuition Fee Deposit | Frontline Enquiry Response Team | |
| Tuition Fee Invoice and Statements | Frontline Enquiry Response Team | |
| Tuition Fee Account Status | Frontline Enquiry Response Team | |
| Instalment / Payment Plans | Frontline Enquiry Response Team | |
| Unable to Pay Tuition Fees | Frontline Enquiry Response Team | |
| Fee Status | N / A - Knowledge only | |
| Tuition Fee Refunds | Frontline Enquiry Response Team | |
| Financial Support | UK Student Finance | Frontline Enquiry Response Team |
| Canadian Loans | Frontline Enquiry Response Team | |
| Funding for Disabled Students (including Disabled Students Allowance) | Disability and Dyslexia Service | |
| US Loans | Student Financial Support Team | |
| Queen Mary Bursary | Frontline Enquiry Response Team | |
| Short Term Loans | Student Financial Support Team | |
| Financial Assistance Fund | Frontline Enquiry Response Team | |
| Expeditions Funds | Student Financial Support Team | |
| Scholarships | Frontline Enquiry Response Team | |
| Research Student Funding | Research Degrees Office | |
| Research Student Doctoral Finance Loans | Research Degrees Office | |
| Health, Wellbeing & Practical Advice | Report and Support | Student Life |
| Disability and Dyslexia Support | Disability and Dyslexia | |
| Disability and Dyslexia Appointments | Disability and Dyslexia | |
| Parenting Facilities and Guidance | Student Life | |
| Student Health Services (incl. NHS GP queries, Sexual Health, Drugs and alcohol) | Student Life | |
| Advice and Counselling Service | Advice on Changes to Your Studies | Advice and Counselling Service |
| Sexual Assault and Harassment Advice | Advice and Counselling Service | |
| Self-Refer for Wellbeing Support | Advice and Counselling Service | |
| Support for Student Carers | Advice and Counselling Service | |
| Support for Students With Children | Advice and Counselling Service | |
| Support for Care Experienced Students | Advice and Counselling Service | |
| Support for Estranged Students | Advice and Counselling Service | |
| Domestic and Familial Abuse | Advice and Counselling Service | |
| Support for Refugees and Asylum Seekers | Advice and Counselling Service | |
| Money and Funding Advice | Advice and Counselling Service | |
| Council Tax Advice | Advice and Counselling Service | |
| Visas and International Advice | Advice and Counselling Service | |
| Student Life | Chaplaincy Services | Student Life |
| Equality Diversity and Inclusion | Student Life | |
| Queen Mary Students' Union | N / A - Knowledge only | |
| Peer Mentoring | Student Life | |
| Oyster Card Enquiry | Frontline Enquiry Response Team | |
| Rail Card Enquiry | Frontline Enquiry Response Team | |
| Library Support | N / A - Knowledge only | |
| IT Services | N / A - Knowledge only | |
| Security | N / A - Knowledge only | |
| Music Engagement | Student Life | |
| Faith and Spirituality: Facilities | Frontline Enquiry Response Team | |
| International & Immigration | ATAS for Continuing students | Immigration Compliance |
| CAS Requests for Continuing Students | Immigration Compliance | |
| Graduate Visa Reporting | Immigration Compliance | |
| Right to Study Documentation | Immigration Compliance | |
| Visitor Visa (resits and study of less than 6 months) | Immigration Compliance | |
| Visa Refusal | Immigration Compliance | |
| Sponsorship of Visa Withdrawn | Immigration Compliance | |
| Exams, Assessments & Results | Assessments / Coursework | School/Institute Queue |
| Official Results | Frontline Enquiry Response Team | |
| Exam Access Arrangements | Disability and Dyslexia Service | |
| Religious Holiday Form | Frontline Enquiry Response Team | |
| UG & PGT Examination Boards | Frontline Enquiry Response Team | |
| Exam Timetable | Exams | |
| Resits | Exams | |
| Resitting Out of Attendance | Student Records | |
| Progression | Student Records | |
| Provisional Results | Frontline Enquiry Response Team | |
| Research student examiner nominations | Research Degrees Office | |
| Research student thesis submission and examination | Research Degrees Office | |
| Research student examination re-entry and re-submission of thesis | Research Degrees Office | |
| Research student awards | Frontline Enquiry Response Team | |
| Research Degrees Programme and Examination Board | Research Degrees Office | |
| Studying at Queen Mary | New Student Enrolment | Frontline Enquiry Response Team |
| Re-Enrolment | Frontline Enquiry Response Team | |
| Temporary Enrolment | Frontline Enquiry Response Team | |
| Student ID Card | Frontline Enquiry Response Team | |
| Changing your Programme | Frontline Enquiry Response Team | |
| Withdrawing from your Programme | Frontline Enquiry Response Team | |
| Interrupting your Studies | Frontline Enquiry Response Team | |
| Council Tax Exemption | Frontline Enquiry Response Team | |
| Official Letters | Frontline Enquiry Response Team | |
| Interim Transcript | Frontline Enquiry Response Team | |
| Higher Education Achievement Report / Digital Transcript | Frontline Enquiry Response Team | |
| Authorising and Stamping Forms | Frontline Enquiry Response Team | |
| Changing your Personal Details | Frontline Enquiry Response Team | |
| Admissions | N / A - Knowledge only | |
| Research student extension of registration | Frontline Enquiry Response Team | |
| Research student transfer to writing up status | Frontline Enquiry Response Team | |
| DBS Disclosure and Barring check | Frontline Enquiry Response Team | |
| Careers, Jobs and Work Experience | Careers and Enterprise bookings and services | Careers Support |
| CVs, Cover Letters and Applications | Careers Support | |
| Interviews, Assessment Centres and Psychometric Tests | Careers Support | |
| Explore your options (including postgraduate study) | Careers Support | |
| Part time and Volunteering | Careers Support | |
| Work Experience | Careers Support | |
| Job Hunting | Careers Support | |
| Freelancing and starting your business | Careers Support |