Guide to the customer portal

Information about the customer portal and how to use it.

What is the customer portal?

The customer portal is the online platform where you can apply for a fee waiver. All forms are now online, so you can save an application in draft and return to it. You can also keep track on the status of your application(s).

For the best experience use a modern browser like Chrome, Edge, Firefox, Opera or Safari. Internet Explorer is no longer supported.

How to register in the customer portal

If you have not already registered for the customer portal you will need to sign up.

Click on the portal link and then select ‘Sign up now’ and follow the prompts.

Register in the customer portal(external link)

Once you’ve done this you can login at any time to complete your saved draft applications, or to check on the status of your submitted applications.

Save or bookmark the customer portal login page

To easily get back to the customer portal once you've made an application we recommend that you save it as a bookmark.

From the customer portal login page, click in your browser and save the page as a favourite or a bookmark.

Applying for a fee waiver for someone else

To apply on behalf of someone else you'll need to create your own profile in the customer portal first. You can then add them to your profile as an applicant (or ‘traveller’). Once you've added them to your profile you can create a new application and add them to it.

We won't be able to discuss another person's application with you but you can check the status of an application that you have submitted on behalf of someone else by logging into the customer portal. 

Accessing your draft applications

From the customer portal homepage, click the link ‘Resume a draft fee waiver application’ under the relevant application e.g. Fee waiver.

Note: Once a draft has been made it cannot be deleted. While it is in draft it has not been submitted.

Can’t access the portal?

If the Customer Portal is not available due to technical issues, the chances are it will only be for a short period. If your request is urgent, please email our teams below and they will do their best to assist you.

Fee Waiver applications:

Providing feedback or making a complaint

You can access our enquiries, feedback and suggestions form and our complaint form from within the customer portal. You can also do this from the complaints procedure page or contact us page outside of the portal.

Complaints procedure page

Contact us

Last updated: 29 April 2022