Complainant: the person making the complaint.
Respondent: the person named in the complaint.
Investigator: the person who will carry out an investigation into the facts of the complaint.
Parties: The Complainant and the Respondent are collectively referred to as the Parties.
Panel: Student Complaint Panel.
The Procedure: - this Policy and the Complaints Procedure
ULT: University Leadership Team.
University: University College Cork

Policy Statement

UCC Student Complaints Policy and Procedure

1. Introduction

1.1 This Student Complaints Policy and Procedure (this “Policy”) reflects University College Cork’s (the “University’s”) commitment to providing an excellent, fair and equitable learning environment and student experience for its students.

1.2 This Policy is an important part of the University’s Quality Assurance mechanisms, providing a forum for student complaints to be resolved in accordance with principles of natural justice, fairness and equality. This Policy is intended to assist both students and staff in the resolution of complaints promptly and fairly.

1.3 Student complaints should, as far as possible, be resolved informally within the relevant Unit of the University (see 2.1 and 3.7) or by reference to the Student Ombudsman. In addition, advice in such cases can be obtained from the Students’ Union. The aim of the policy is to resolve matters promptly therefore it is expected that most complaints will be dealt with to satisfactory resolution at informal stage. However, where the matter cannot be resolved informally, the student may progress the matter under the formal procedure set out in this Policy.

1.4 This Policy should be read in conjunction with all other University policies, including in particular the University’s Student Discipline Policy within the Student Rules, the Dispute Resolution Policy for postgraduate research students and the University’s Whistle-blowing Policy, as appropriate.

2. Scope of this Policy

2.1 This Policy applies where a Registered Student (or a Former Registered Student within the time- frame as set out in 2.9 below) wishes to make a complaint regarding the University[1]. For the purposes of this Policy, the University includes all Schools, Colleges, Departments, professional services, units and all administrative offices within/of the University.

2.2 In the event that it appears that the complaint should be more appropriately dealt with under a different University policy, the Head of Unit may determine whether the matter should be dealt with under that other University policy/ies and/or this Policy and will notify the Complainant accordingly.

The following are specifically excluded from the remit of this Policy:

2.2.1 A complaint about a decision made by an academic body regarding student progression, academic assessment & awards and any matter that can be pursued through the Examination Appeals Procedure as these are dealt with by the Examination Appeals Officer (excluded from this Policy).

2.2.2 Complaints relating to the actions of other students, which should be directed to Campus Watch or dealt with in accordance with the Student Rules (excluded from this Policy).

2.2.3 Complaints alleging harassment by a staff member, as defined under the Duty of Respect and Right to Dignity Policy, which should be made under the relevant Policy (and are excluded from this Policy), available at: Equal Opportunities & Diversity Policy

2.2.4 A complaint regarding dissatisfaction about the outcome of an academic misconduct, research misconduct, disciplinary process or any other formal procedure under University policy (excluded from this Policy).

2.2.5 A complaint about a decision made under other University Policies (excluded from this Policy).

2.2.6 Complaints regarding the release or withholding of information under Data Protection or Freedom of Information legislation (excluded from this Policy).

2.2.7 Complaints regarding behaviours that may come within the Sexual Misconduct Policy and Procedure (when operational – expected mid 2024) (excluded from this Policy).

2.2.8 If the subject matter of the complaint comes within the scope of this Policy, and is currently being addressed under a different University Policy, it may not be considered concurrently under this Policy i.e. it is temporarily excluded, pending the outcome/conclusion of that other University Policy.

2.3 This Policy is available to any registered student of the University, including students registered on full time or part-time courses, undergraduate courses, taught and research postgraduate courses, on-line courses, continual professional development courses and language courses.

2.4 Students on exchange programmes can raise a complaint under this Policy, if the complaint relates to the academic provision of their programme. If not, they should raise their complaint with the partner institution under its own complaints procedure.

2.5 Students on placement who wish to make a complaint about their placement should, in the first instance, discuss the matter with their appropriate academic placement co-ordinator or, in the case of clinical placements, they should follow the appropriate local/school/hospital procedures. Whether the complaint is dealt with by the University under this Policy, by the employer or by the placement provider is decided by which organisation has responsibility for the incident being complained about[2].

2.6 Where the student is studying for a joint award, the student should in the first instance use the procedures of the Higher Education Body to which the complaint concerns.

2.7 While complaints may only be made by individual students, if a number of complaints received relate to the same issue(s), they may be dealt with together, if considered appropriate by the University.

2.8 Third party complaints on behalf of a student are not normally accepted unless the student is unable, because of registered disability or incapacitation, to pursue the complaint, in which case the University will consider the complaint on a case by case basis, in compliance with applicable laws.

2.9 Former Registered Students who make a complaint within 3 months of the last date of their registration, may use this Policy, provided the complaint has been made within 3 months of the issue which gave rise to the complaint or three months from the date of the last recurring incident giving rise to the complaint, and provided the matter giving rise to the complaint occurred while the person was a registered student.

2.10 In the event that conduct is identified through this process which may be of a staff disciplinary nature under F.7.a of the Principal Statute, the matter will be referred and dealt with, as appropriate, in accordance with the disciplinary procedure under the Principal Statute.

2.11 Where a complaint potentially raises issues regarding a student’s Fitness to Practice or Fitness to Study, the Head of School may determine that the matter will be dealt with in accordance with the University’s Fitness to Practice or Fitness to Study Policies, as appropriate.

2.12 This Policy does not affect a student’s rights to pursue any legal and/or other remedies that may be available to him/her/them outside the University.

3. Underlying Principles of this Policy

3.1 The aim of this Policy is to treat student complaints seriously and to address them as quickly as possible.

3.2 Students are encouraged to maintain close contact at all times with their Departmental/ School Tutors, Supervisors and, as appropriate, the Year Programme Co-ordinator. These staff should be seen as the first contact points for discussion of any queries or concerns concerning those Units.

3.3 The dignity of all persons involved in a complaint will be respected at all times and all complaints will be handled with appropriate discretion. The process as conducted will be cognisant of the rights of students and staff members and appropriate support will be provided to both. In the operation of this Policy, the University will be mindful of and operate in accordance with all legal obligations, including its obligations under equality legislation.

3.4 The University will act fairly and reasonably and decisions will be taken on the balance of probabilities.

3.5 The University reserves the right to amend this Policy and the Complaints Procedure (the “Procedure”) from time to time.

3.6 Reference in this Policy to Head of Unit, Head of College, Deputy President and Registrar, President of the Student’s Union and/or other post holder shall be taken as including reference to his/her nominee.

3.7 In this Policy, the term “Unit” encompasses the area of the University in respect of which a complaint may be raised (e.g., all Schools, Colleges, Departments, professional services, and all administrative offices within/of the University.)

3.8 If the complaint concerns the Head of Unit, then the matter will automatically escalate to the Head of School or College or Head of Functional Unit/ULT), as appropriate.

4. Responsibility

4.1 The ultimate responsibility for the implementation of this Policy rests with the Deputy President and Registrar.

5. General Process for making complaints

5.1 Complaints should be raised by the student (the “Complainant”) as soon as possible after the matter giving rise to the complaint occurred, to ensure that complaints are dealt with fairly and within a reasonable timeframe.

5.2.1 Complaints that have not been made within 3 months after the matter which gave rise to the complaint occurred, or 3 months after the last recurring incident giving rise to the Complaint occurred, will not normally be processed under this Policy. However, the University may in its discretion extend the timescale where there is good reason, supported by evidence, as to why the student could not submit the complaint within the timescale or where the University needs to make a reasonable adjustment to the timeframe to meet its obligations under Equal Status legislation subject to due process and the principles of natural justice.

It is the responsibility of the Complainant and the person named in the complaint (the “Respondent”) collectively referred to as the “Parties” to respond to written correspondence in a timely fashion and to attend meetings (if any) of which they have been duly notified.

5.3 Where communications are indicated to be in writing, this includes communication by email to a Complainant’s University email address. However, a complaint submitted in writing, for example, by email, is not considered a formal complaint under this Policy unless it is submitted on the Formal Complaints form, which is attached in Appendix 1 below.

6. Confidentiality

6.1 All complaints will be handled sensitively and in accordance with this Policy with due consideration to confidentiality with respect to both students and staff; however, it will not be possible or appropriate to maintain confidentiality in all circumstances.

7. Anonymous Complaints

7.1. The University will not ordinarily investigate anonymous complaints as the making of a complaint anonymously significantly impedes an investigation and also constrains the communication of the outcome. However, the University reserves the right to investigate anonymous complaints in its discretion where it deems this necessary.

8.Good Faith

8.1. Should it be determined by the Head of Unit that a complaint may be vexatious or malicious and thus a potential breach of the student rules, s/he may determine that it is a disciplinary issue to be addressed under the Student Rules and refer the matter accordingly.

8.2. Equally, the University will not tolerate or permit any form of retaliatory action (including the threat of retaliatory action), penalisation, harassment or victimisation arising as a result of a complaint, and will take all appropriate action to support any student who raises a complaint. Any Disciplinary action will be taken in accordance with the Principal Statute against any employee who is found to have perpetrated any retaliatory action, harassment or victimization arising from a complaint will be referred, and dealt with disciplinary procedures under the Principal Statute.

9.Criminal Proceedings/Statutory Authorities

9.1. Where there is a possibility that a complaint might be the subject of criminal proceedings and/or is being investigated/assessed by a statutory authority, for example, the Child & Family Agency, the University reserves the right to suspend the Procedure pending the outcome of such proceedings/investigations/assessments and/or to take any other action that it deems necessary.

10. Outcome

10.1. If a complaint is upheld, either in whole or in part, the University will take prompt action to implement any recommendations, insofar as it is practicable and possible to do so.

10.2. Where a complaint is not upheld, the Complainant will be notified of the decision and the reasons for the decision.

11. Records

11.1 The staff member handling the complaint will keep records of the complaint, including any informal complaint, in compliance with data protection legislation and the University’s data protection policy and records management policy.

12. Complaints Procedure

Introduction

There are two stages to the Procedure under this Policy:

Stage One comprises the Informal Procedure.
Stage Two comprises the Formal Procedure.

12.1 Informal Complaint Procedure

12.1.1 Informal Complaint Stage 1A: Discuss issue directly with the individual(s) involved

Many difficulties can arise from a misunderstanding or from a failure of communication and can be addressed through further discussion and dialogue. It is often in the Complainant’s interests to communicate his/her/their concerns directly at an early stage by discussing the matter informally and directly with the Respondent, which may lead to an explanation, clarification, apology or other action which resolves the matter.

12.1.2 Informal Complaint Stage 1B: Discuss issue with Head of Unit concerned

If the Complainant feels unable to discuss the matter with the Respondent, or has done so, but remains dissatisfied, s/he /they may ask to meet and discuss the issue with the Head of the Unit[3], who will listen to his/her/their concerns and do what is possible to address these. It is hoped that, by hearing the concerns of the Complainant and outlining the Unit’s response in person, the issue and matters arising will be resolved fully to both Parties’ satisfaction. Alternatively, the Head of Unit may indicate that the matter should be escalated to the Formal Procedure.

12.1.3 Informal Complaint Stage 1C: Discuss with Student Ombudsman

If the Complainant feels unable to discuss the matter with the Head of Unit, or has done so but remains dissatisfied, it is recommended that s/he/they discuss the issue with the Student Ombudsman, who will listen to the concerns, ascertain the facts and seek to assist the student with the resolution of the complaint by facilitating communications and making recommendations to the Head of Unit in relation to actions which may be taken to resolve the matter in an objective, independent and impartial manner.

12.1.4 Mediation

Where appropriate, the Head of Unit or Ombudsman may encourage the Parties to engage in mediation. Where there is agreement to mediation, a mediator will be nominated and agreed. The Head of Unit will set an agreed timeframe to enable this process to be reasonably exhausted. The mediator shall notify the Head of Unit once the mediation has been completed, and whether or not resolution has been achieved. The mediation will be confidential to those persons involved. However, the fact that it has occurred and was or was not successful can be disclosed to those dealing with the complaint.

12.1.5 Possible outcomes

Possible outcomes of the Informal Procedure are as follows:

An acceptable outcome is reached;
The Head of Unit determines that the complaint does not fall within the scope of this Policy and recommends that the complaint is dealt with in another manner or under an alternative specified policy/ies;

In the case of a complaint made within the Informal Procedure, the Head of Unit may also determine that the matter should be dealt with under the Formal Procedure.

If resolution of the complaint cannot be achieved by the Informal Procedure outlined above, a Complainant can proceed with his/her/their complaint through the Formal Procedure.

12.2 Formal Complaint Procedure

The Complainant must submit his/her/their complaint in writing to the Head of School/College[4] or Head of Functional Unit/ULT Member using the Formal Complaint Form which is attached in Appendix 1[5].

The Complainant will be required to fully complete the Formal Complaint Form and to submit with it any relevant correspondence and documents, including correspondence/documents from earlier stages of the Procedure.

The Head of School/College or Head of Functional Unit/ULT Member shall notify the Respondent of the complaint and the Respondent will be provided with relevant documentation including the Formal Complaint Form and any documentation attached to it.

The Respondent will be asked to provide a written response and any relevant documentation which they wish(es) to rely on within 10 working days of the date of notification to him/her/them.

The Head of School/College or Head of Functional Unit/ULT Member shall nominate a senior member of the relevant College or Unit or an individual external to the College or University, not directly concerned with the complaint or involved with the School or functional area to which the complaint relates or directly involved with the Complainant or Respondent or the Head of Unit as the “Investigator”. If an individual was involved in the informal complaint procedure, s/he/they cannot be nominated as an Investigator. The Investigator appointed under this Policy will carry out an investigation into the facts of the complaint. The matter will be dealt with in accordance with the Procedural Guidelines issued from time to time for the conduct of Investigations, the current Procedural Guidelines for the Conduct of Investigations are attached at Appendix 2.

On receipt of the Investigator’s report, the Head of School/College or Head of Functional Unit/ULT Member will determine the outcome of the complaint and may decide to:

(i) uphold the complaint (in whole or in part);

(ii) implement some or all of any recommendations included in the report;

(iii) implement alternative actions which the Head of School/College or Head of Functional Unit/ULT Member determines are appropriate;

(iv) determine that the matter should be referred under the relevant disciplinary procedure and refer the matter accordingly;

(v) recommend that the complaint is dealt with in another manner or under an alternative specified policy/ies; and/or

(vi) not uphold the complaint.

The Head of School/College or Head of Functional Unit/ULT Member will normally notify the outcome to the Parties within 10 working days of receipt of the Investigator’s Report.

If either of the Parties are not satisfied with the outcome, they can appeal the outcome on the grounds set out in Section 12.3.

12.3 Appeal to Student Complaint Panel

Where either of the Parties are not satisfied with the outcome of the Formal Complaint Procedure, s/he/they may appeal the outcome on procedural grounds to a Student Complaint Panel (the “Panel”) on one or more of the following grounds:

There has been a material procedural irregularity which has demonstrably affected the outcome of the complaint;
The outcome is unreasonable given the facts of the case;
There is material new information which the Party was unable, for valid reasons, to provide when the complaint was being investigated and which would have significantly affected the outcome.

The appeal must be in writing and submitted within 10 working days of the notification of the outcome of the Formal Complaint Procedure to the Parties. The appeal must state in sufficient detail the grounds of the appeal and the desired outcome of the appeal.

The Deputy President and Registrar will consider the appeal and, if s/he/they considers appropriate, shall convene a Panel to hear the appeal.

The Panel will not rehear a complaint. It will review the process of the Formal Complaint Procedure to ensure that appropriate procedures were followed and that the decision was reasonable in all the circumstances.

Further information in relation to the Panel and the procedural guidelines is provided in Appendix 3.

13. Monitoring and Review of Student Complaints

13.1. Heads of Units will maintain a record of the number and nature of complaints from students and report this to the Head of College or Head of Functional Unit/ULT Member, who will compile a composite report that is sent to the Deputy President and Registrar annually.

13.2. Academic Board will receive an annual report containing an anonymised analysis of the outcome of formal student complaints for the Academic Year. In light of this report, the Academic Board will, if necessary, refer the report to the Academic Council Student Experience Committee for consideration of appropriate recommendations for quality enhancement, where consistent themes/issues are identified.

14. Process flowchart and sequence of stages

14.1. A flowchart of the process is provided in Appendix 4 to this document. It is expected that Complainants will follow each step in sequence but, in exceptional cases it may be recommended that, based on the seriousness or nature of a specific complaint, certain stages be omitted; however, in such cases, the person dealing with the complaint should be satisfied that this omission was appropriate before examining the matter, and may otherwise recommend that earlier stages be undertaken.

15. Referral to Office of the Ombudsman

15.1 If the Complainant has exhausted the University’s internal complaint procedures and remains dissatisfied with the handling of his/her/their complaint, the Complainant may refer the matter to the Office of the Ombudsman. This is not to be confused with UCC’s Student Ombudsman. Information on lodging a complaint with UCC’s Ombudsman is available by email: studentombudsman@ucc.ie

[1] The complaint must come within the scope of this Policy, and not be specifically excluded by the Policy.

[2] It will only be dealt with under this Policy if it falls within its scope.

[3] If the complaint concerns the Head of the Unit, then the matter will automatically escalate to the Head of School or College or Head of Functional Unit/ULT Member as appropriate – see 3.8.

[4] The formal complaint should only be referred directly to the Head of College, if the Head of School was involved during the Informal Stage.

[5] If the complaint concerns the Head of College or Head of Functional Unit/ULT Member, the matter should be referred to the Deputy President Registrar or his/her nominee.

6. Related Documents

Student Advisor and Ombudsman

Student Rules

Principal Statute

Formal Student Complaint Form

7. Contact for Further information

Deputy President and Registrar E:registrar@ucc.ie

Version control table

Version Number	Revision Date	Summary of Changes
1.0	30/06/2017	Approved by Academic Council
2.0	12/09/2018	Reformat of Appendix 1 (form) and Appendix 4 (flowchart)
3.0	01/09/2023	Expansion of scope to include student complaints regarding all services, provision, and staff, subject to exclusions detailed in Policy.
3.1	19/01/2024	Gender neutral language, inclusion of greater parity in terms of representation.

Appendix 1 Formal Student Complaint Form

Formal Student Complaint Form

Appendix 2 Procedural Guidelines for the Investigator

The Investigator shall adopt and follow procedures consistent with these Procedural Guidelines.

i. The Investigator will normally acknowledge receipt of the formal complaint within 7 working days of receipt of it. If further information is required to consider the complaint, the Investigator will request this in writing from the Complainant.

ii. The Investigator will ask the Head of Unit, where applicable, to outline his/her/their own response to the complaint, including what steps were proposed to resolve the complaint, if any.

iii. The Investigator will, within 7 working days of receipt of the formal complaint and all relevant documentation, notify the Respondent and Complainant, as appropriate that a formal complaint has been received and will furnish a copy of the complaint and any relevant documentation to both Parties. The Investigator will request a response in writing from the Respondent.

iv. The Investigator will, in his/her/their absolute discretion, carry out the investigation in such manner as s/he/they deems appropriate to the circumstances of the case, having regard to fairness and due process.

v. The Investigator may decide in his/her/their sole discretion whether the complaint can be dealt with by way of signed witness statements and/or orally and shall also decide in his/her/their sole discretion who s/he/they deems relevant to seek a signed written statement from and/or interview.

vi. Should the Investigator decide to proceed to a meeting, the Investigator shall as soon as practicable and usually not later than 5 working days before the date of the meeting, provide the Parties with copies of all relevant materials.

vii. If the Investigator decides to arrange meeting(s), these will normally take place at the University at dates and times notified by the Investigator in writing to the Parties and relevant witnesses/persons. As much notice as possible will be given, but discretion will be reserved to the Investigator who will exercise this discretion dependent upon the circumstances being investigated and the urgency of the complaint.

viii. The Investigator will advise the Parties of the names of any persons s/he/they intends to invite to a meeting and will furnish a copy of any statement obtained from the said person(s) and to be referred to at the meeting.

ix. If the Parties wish to provide documents to the Investigator, the Parties will supply copies of such documents to the Investigator not later than 5 working days before the hearing and the relevant Party (submitting the document(s)) shall also furnish one set of such documents to the other party as soon as possible. The Investigator may at his/her/their discretion allow time to examine documents by adjourning the meeting.

x. Each Party may be accompanied by one other person to provide support at meetings with the Investigator; this may be a tutor, student advisor or Student Union representative in the case of a Student and in the case of a Respondent by a recognised Trade Union representative.

xi. Where the Parties choose to be accompanied at a meeting with the Investigator, they will notify the Investigator of the name and address of the person accompanying him/her/them not less than 24 hours prior to the meeting with the Investigator.

xii. At meetings where the Parties are both present and/or others are present, the Parties may be permitted to put questions to each other and/or other persons present but, for the avoidance of any doubt, such questions will be put through the Investigator, who will ask any such questions and who will have the sole discretion to decide whether to put the questions or not.

xiii. Unless the Investigator has agreed otherwise, should the Parties and/or relevant witnesses/persons fail without a good reason to attend the meeting, the Investigator may proceed to deal with the matter in their absence.

xiv. The Investigator will be given absolute discretion to regulate his/her/their own procedures subject to keeping within the spirit and general limit of these Procedural Guidelines.

xv. The Investigator will normally complete his/her/their investigation within 20 working days of meeting the parties and/or receipt of all relevant documentation.

xvi. The investigation will be conducted in a timely manner and shall be brought to a conclusion with the minimum of delay.

xvii. The Investigator shall be entitled to consult or seek such advice as s/he/they deems appropriate and shall ensure that both student and staff perspectives are taken into consideration.

Once the investigation is complete, the investigator shall submit a report to the Head of School/College or Head of Functional Unit/ULT Member. This shall include a summary of the complaint, the findings of the investigation and recommendations, if any.

Appendix 3 Student Complaint Panel

Membership of the Panel

The Panel will consist of three persons having no material interest in the complaint:

Chair: A Head of School or Head of College or a member of the Senior Management Team or a member of the University Leadership Team, not directly concerned with the complaint or from the College or functional area to which the complaint relates, to be nominated by the Deputy President and Registrar.
A staff representative, who must be from a different School (if relevant) than that of the Complainant. This member of staff is chosen from a group of four staff representatives (including two from each College) nominated by the Colleges and appointed by Academic Council at the commencement of each academic year, and at least four administrative staff nominated by the University Management Team.
A student representative, who must be either from the Student’s Union or a student representative from a different College than that of the Complainant, nominated by the President of the Student’s Union.

Any potential member who has been involved in counselling or advising the Complainant will be ineligible to serve on the Panel hearing the appeal.

Procedural Rules for the Panel

Procedural Rules for the Panel
I. The Chair of the Panel will initially review the appeal. Where the Chair determines that additional information is required, this can be requested by the Chair and should be acquired in advance of the Panel meeting.

II. The Panel will normally meet within 20 working days of the receipt of all relevant documentation.

III. A quorum of the Panel shall be 2 members.

IV. The Panel will at its absolute discretion, consider the appeal in such manner as it deems appropriate to the circumstances of the case, having regard to fairness and due process.

V. The Panel may in its sole discretion request the Parties and any other person it deems relevant to attend a hearing, but is not obliged to do so. Unless the Panel has agreed otherwise, should the Parties or a relevant person requested to attend a hearing fail without good reason to attend the hearing, the Panel may proceed to deal with the matter in their absence.

VI. The hearing of the Panel will take place at the University at dates and times notified in writing to the Parties. As much notice as possible will be given, but discretion will be exercised dependent upon the circumstances being investigated and the urgency of the complaint.

VII. The Chair will advise the Parties of the names of any persons whom the Panel intends to call to give evidence at the hearing of the Panel, together with a copy of any statement obtained from the said person(s) and to be referred to at the meeting.

VIII. If requested to attend a hearing of the Panel, the Parties may be accompanied, in the case of the Complainant, this may be a student advisor, in the case of a Respondent, this will be a recognised trade union representative or a work colleague, but in neither case a legal representative.

IX. If the Parties chose to be accompanied, then they will advise the Secretary to the Panel of the name and address of the person accompanying them not less than 24 hours prior to the meeting of the Panel.

X. The Panel will have the opportunity to meet in private prior to and subsequent to the hearing.

XI. The Parties will be permitted to question any persons called to give evidence at the hearing and to address the Panel but for the avoidance of any doubt, such questions will be put through the Chair who will ask any such questions and the Panel will have the sole discretion to decide whether to put the questions or not.

XII. If the Parties wish to introduce documents to the Panel, they will supply copies of such documents to the Secretary of the Panel not later than 5 working days before the hearing. They shall furnish one set of such documents to the other party as soon as possible. The Chair of the Panel may at his/her/their discretion give time to acquire or examine the documents by adjourning or delaying the Panel hearing.

XIII. The Panel will be given absolute discretion to regulate its own procedures subject to keeping within the spirit and general limit of these Procedural rules.

XIV. The Panel shall be entitled to consult and seek such advice as it deems appropriate.

XV. The Panel will provide the Deputy President and Registrar with a written report, including whether the Appeal is upheld, in whole or in part or not upheld and containing any recommendations as may be appropriate, normally within 10 working days of the date of the final Panel meeting.

XVI. The decision of the Panel shall be final and binding.

XVII. The Chair will notify all relevant parties of the outcome of the Appeal and any recommendations.

XVIII. A Completion of Procedures Letter will be issued by the Chair. The Completion of Procedures Letter will confirm that the University’s Procedure has been exhausted and inform the student that if s/he/they is/are not satisfied with the outcome, s/he/they may raise their complaint with the Office of the Ombudsman.

Academic Affairs and Governance Gnothaí Acadúla agus Rialú

Student Complaints Policy and Procedure