Feedback & Appeals
Feedback & Complaints
If you have any comments that can help us improve the SAF process or the service we provide please email firstname.lastname@example.org and we will feed these into our review process.
If you are not satisfied with the service you received from us and wish to make a complaint, we have outlined the University Complaints Procedures you need to follow. A complaint can be made either Formally or Informally and guidelines for both options are set out below.
Before lodging a complaint please ensure that you read the General Principles of Confidentiality of the Student Assistance Fund (SAF).
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:
- If it becomes clear that the complainant is at serious risk of harming themselves or another person.
- If the complaint includes material indicating that individuals may be at serious risk of harming themselves or another person.
- 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 SAF Manager.
The SAF Manager 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 SAF Manager using the Formal Complaint Form which can be requested via e-mail.
Receipt of your Formal Complaint Form will be acknowledged within 7 days.
Your complaint will be investigated by the SAF Manager and you will receive a written reply to your complaint within four working weeks
If your Formal Complaint concerns the SAF Manager, then the UCC PLUS+ programme manager will oversee the investigation.
Formal Complaint Stage 2:
The SAF service is under the remit of the UCC PLUS+ Programme Manager. 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 UCC PLUS+ Manager.
Receipt of your submission will be acknowledged within 7 days.
The SAF Manager will also be asked to submit his/her own response, including what reasonable steps have been or could be taken to resolve matters. The UCC PLUS+ Programme Manager, 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 Complaint form
Relevant Contact Details
Appealing a SAF decision?
Unsuccessful applicants or those applicants who are unhappy with the amount awarded may appeal the decision of the Student Assistance Committee. Please follow the below guidelines on how to appeal.
● All appeals must be submitted to the Student Assistance Fund by email to email@example.com
● All appeals must be submitted within 30 days upon receipt of a letter of confirmation of award or letter of non-eligibility
● Further documentation may be required by the Committee.
● The Committee will meet to discuss appeals and will make a decision on all the information to hand at that time.
● The appeal decision will be made by 2 members of the Committee who will not have been responsible for the original award decision.
● Applicants should be advised that the amount awarded may be reduced or reversed also.
● The Committee’s appeal decision will be final.
Prepared by: Deirdre Falvey, Student Financial Assistance Officer
Issued by: Student Assistance Fund Committee