Feedback and Complaints:
We listen and respond to the views of the general public and our supporters so that we can continue to improve.
We welcome both positive and negative feedback.
UCD Foundation strives to offer exceptional customer service to our constituents and external stakeholders. The following provides details on how to direct complaints.
What is a complaint?
A complaint is defined as a specific dissatisfaction with the services of UCD Foundation where the complainant seeks a specific action to address the issue, including an apology. When dealing with a complaint, we aim to ensure that:
- We treat it seriously whether it is made by telephone, letter, fax, email or in person.
- We deal with it quickly and politely.
- We respond accordingly – for example, with an explanation, or an apology where we have got things wrong, and information on any action taken.
- We learn from feedback and complaints, use them to improve, and monitor them at senior management / board level.
Not every issue raised is a complaint. For example, the following are not considered to be complaints under this policy:
- an initial request for information.
- a request under the Freedom of Information Act or Data Protection Act.
- a request for information or an explanation about a regulation, policy or practice.
- a response to an invitation to provide feedback through a formal mechanism, for example questionnaire or online feedback.
- where a complaint is deemed to be frivolous, vexatious or where false information is submitted.
How can complaints be made?
Complaints that do not relate to UCD Foundation’s fundraising activities but do relate to UCD Alumni activities should be directed towards firstname.lastname@example.org. They can also be made by calling 01-716-1447, or by post to UCD Alumni Relations, Room 102 Tierney Building, UCD, Belfield, Dublin, D04 V1W8.
A complaint can be addressed to UCD Foundation by emailing email@example.com, by calling 01-716-1478, or by post to UCD Foundation, Room 102 Tierney Building, Belfield, Dublin, D04 V1W8.
The process by which we will follow up on a complaint.
After the complaint is identified, our office will respond within two working days. In the case that the complaint will take longer to form a response to, we will respond with the approximate timeline in which a response can be expected.
UCD Foundation will use discretion in appointing the most appropriate respondent to respond to each complaint, but all complaints will be addressed by an Associate Director or other member of the Senior Management Team. Complaints relating to UCD Foundation will be reported to and monitored by the board on a quarterly basis.
Our commitment to a resolution.
What to do if we cannot address the complaint.
If you are not happy with our response to your formal complaint, you should submit a formal written appeal within 14 days, outlining in detail the reasons for your appeal. This will be forwarded to the Executive Director who will appoint the most appropriate person to deal with the appeal. This may be a member of the Senior Management Team, who was not the decision maker with respect to the original complaint. Alternatively, the Executive Director may, at their discretion, appoint an external reviewer to consider the appeal.
A response will be given within 14 days of the date of receipt of the written appeal.
If we cannot respond within the 14 days, we will explain why and provide a new deadline.
The response to this appeal is final in terms of the UCD Foundation complaints process.
What to do if a complaint falls outside of UCD Foundation’s jurisdiction.
Some complaints will not directly relate to UCD Foundation. If this is the case and the complaint falls under a department or subsidiary of UCD, the person who made the complaint will be notified and, with permission, the complaint will be forwarded on to the relevant area to be handled according to their protocols.
Please give us as much information as possible and let us know how you would like us to respond, providing relevant contact details.