These Complaints Procedures are for ACCESS UCC PLUS Programme Students Only.
If you are not an ACCESS UCC PLUS student please follow the mainstream UCC complaints procedures here
As a UCC PLUS Student, you can read full details of what supports we aim to provide you and the service you can expect from us here.
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 ACCESS UCC PLUS Programme.
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 UCC PLUS+ Programme Manager.
The UCC PLUS+ Programme 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 UCC PLUS+ Programme Manager 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 UCC PLUS+ Programme Manager and you will receive a written reply to your complaint within four working weeks
If your Formal Complaint concerns the UCC PLUS+ Programme Manager, then the UCC Head of Access & Participation will oversee the investigation.
Formal Complaint Stage 2:
The UCC PLUS+ Programme is under the remit of the Head of Access & Participation. 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 Access & Participation.
Receipt of your submission will be acknowledged within 7 days.
The UCC PLUS+ Programme 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 Head of Access & Participation , 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