Feedback & Complaints

Complaints

Complaints Procedures

If you are dissatisfied with your experience dealing with the Student Residential Services & Community Relations Office (SRSCRO) and wish to make a complaint please familiarise yourself with the details of our complaints procedure laid out below.

General Principles of Confidentiality

The rights, privacy and dignity of all persons involved in a complaint will be respected at all times and complaints will be investigated in accordance with the Department’s/Service’s Confidentiality Policy.

In order to investigate the complaint fully it may be necessary to reveal the identity of the complainant and/or details of the complaint.

Confidentiality may not be maintained in the following circumstances:

  1. If it becomes clear that the complainant is at serious risk of harming themselves or another person.
  2. If the complaint includes material indicating that individuals may be at serious risk of harming themselves or another person.
  3. In the context of criminal behaviour where disclosures may be required for legal reasons, including where there may be Child Protection concerns.

Informal Complaints Procedure

If you have a complaint about any aspect of our service we would like to hear about it. Here is the first step you can take:

Informal Complaint Stage 1:

Most difficulties can be settled at an early stage by discussing the matter informally.

Informal Complaint Stage 2:

If you feel unable to discuss the matter with the direct person involved, or have done so but still feel dissatisfied, you can ask to speak to the SRSCRO Officer.

The SRSCRO Officer will meet with you. Your concern will be listened to and (s)he will do what is possible to address your concern. If appropriate, other staff members may also be in attendance if it is mutually agreed.

Formal Complaints Procedure

If resolution of your complaint cannot be achieved by the Informal Complaint Procedure above then you can avail of the Formal Complaint Procedure.

Formal Complaint Stage 1:

Submit your complaint in writing to the SRSCRO Officer using the Formal Complaint Form.

Receipt of your Formal Complaint Form will be acknowledged within 7 days.

Your complaint will be investigated by the SRSCRO Officer and you will receive a written reply to your complaint within four working weeks

If your Formal Complaint concerns the SRSCRO Officer, then the UCC Head of Student Experience will oversee the investigation.

 

Formal Complaint Stage 2:

The SRSCRO is under the remit of the Head of Student Experience. If you consider that the complaint has not been adequately addressed by Formal Complaint Stage 1 above, you can request a review by submitting another updated Formal Complaint Form to the Head of Student Experience.

Receipt of your submission will be acknowledged within 7 days.

The SRSCRO Officer will also be asked to submit his/her own response, including what reasonable steps have been or could be taken to resolve matters. The Head of Student Experience, in consultation with other relevant University authorities, will address your concerns fully and provide you with a written response about the outcome of the review within four working weeks.

Formal Complaints Form

In order to lodge a Formal Complaint you will need to complete and submit the Formal Complaints Form

SRSCRO Formal Complaint Form

 

Relevant Contact Details

Student Residential Services & Community Relations Office

T: 353 (0)21 490 3849

E: resservices@ucc.ie

 

Student Residential Services & Community Relations Officer

Gary Mulcahy

T: 353 (0)21 490 2103

E: g.mulcahy@ucc.ie

 

Acting Head of Student Experience

Mr Paul Moriarty, Head of Student Experience

T: 353 (0)21 490 2258

E: headofstudentexperience@ucc.ie

Office of Student Residential Services and Community Relations

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