What is UCD Professional Academy's complaint resolution process?

We believe that all complainants have the right to be heard, understood and respected.

However, we also consider that our staff have the same rights. We therefore expect all interactions with our team to be polite and respectful. 

We will not tolerate aggressive or abusive behaviour, unreasonable demands or unreasonable persistence.

Step 1: Submitting A Complaint

Disputes or complaints should be submitted in writing to the UCD Professional Academy Operations Team by using this form.

The complaint must include as much detail as possible to ensure the correct handling and quick response. 

Please note that all correspondences are dealt with in strict confidence. 

Step 2: Acknowledgement

The submitted complaint will be acknowledged by the Operations Team.

Step 3: The Complaint Investigation 

The Operations Team will investigate the complaint and gather all the necessary facts.

Step 4: Resolving The Complaint

The Operations Team will try and resolve the complaint in a timely manner and with a positive outcome.

Step 5: Escalation

If a learner is dissatisfied with the initial outcome, the complaint is escalated to our Customer Operations Manager for review. 

If the learner is still dissatisfied with the outcome the complaint is escalated to the Chief Operating Officer. 

The Chief Operating Officer has the final decision in the complaints process.