If you are not satisfied with the service you received and wish to make a complaint you might please follow the proceedures set out below

If you wish to lodge a complaint regarding the service you have received from the Mature Student Office you may do so either formally or informally.  The procedures for both processes are set out below. 


Before lodging a complaint please ensure that you read the General Principles of Confidentiality of the Mature Student Office.

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.

If you have a complaint about any aspect of our service we would like to hear about it. Here is what you can do first if you have a complaint about our service:

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 person involved, or have done so but still feel dissatisfied, you can ask to speak to the Head of Service. 

The Head of Service 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.

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 Head of Service using the Formal Complaint Form which is available from reception, can be requested via e-mail or is available below.

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

Your complaint will be investigated by the Head of Service and you will receive a written reply to your complaint within four working weeks

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

 

Formal Complaint Stage 2:

The Mature Student Office 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 Head of Service 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

Formal Complaints Form 23/10/13

Head of Service

Mary O'Sullivan, Mature Student Officer

T: 021 490 3670

E: mary.osull@ucc.ie

 

Head of Student Experience

Dr. Ian Pickup, Head of Student Experience

T: 021 490 2258

E: headofstudentexperience@ucc.ie

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