Applicant Complaints Policy

Policy Owner: Director Of Recruitment and Admissions, and Head of Access and Participation
Policy Operator: UCC Admissions Offices
Date Last Reviewed: 19 November 2021

Purpose

This Applicant Complaints Policy and Procedure reflects University College Cork’s commitment to providing an excellent, fair and equitable experience for its prospective students and applicants and acknowledges that individuals may, on occasion, feel the need to make a complaint.

Scope

This Policy is an important part of the University’s Quality Assurance mechanisms, providing a forum for applicant complaints to be resolved in accordance with principles of accountability and transparency. This Policy is intended to assist both applicants and admissions staff in the resolution of complaints promptly and fairly. This policy will not relate to complaints made by staff or former students, or to complaints that should be made under other University Policies, such as the Student Complaints Policy. Complaints are distinct from appeals and will not give rise to a different admissions decision.

Related Procedures

1. Applicant complaints should, as far as possible, be raised with the individual involved, in the relevant Admissions office.
2. Where the matter cannot be resolved at this level, the applicant may progress the matter to the Head of the relevant Admissions office; the Undergraduate Admissions Office; Graduate Studies Office; or the International Office. Complaints being raised to the Head of Office should be made in writing / by email and within 10 working days of the incident described. After 10 days has elapsed, the complaint may not be considered.
3. The Head of the relevant Admissions Office will respond to the raised complaint within 15 working days.
4. Where the matter is not resolved by the Head of the relevant office, it may be escalated in writing to the Director of Recruitment & Admissions, who will consider the complaint, where appropriate. The decision of the Director should be considered final and will be communicated in writing within 15 working days unless exceptional circumstances arise.