Careers Advisory Service
Complaints Procedure
The Careers Advisory Service is committed to providing a high quality, efficient, professional service as
detailed in the current ‘Statement of Service’. In the event of a user of the Careers Service experiencing
dissatisfaction with any area of the Service the problem should be addressed in the following manner:
Informal Complaint
Complaints/concerns should first be brought to the attention of the appropriate person in an informal
manner. This would normally be the member of staff that the complaint directly concerns. The complaint
will be dealt with and hopefully a successful resolution will be quickly achieved. If, having discussed the
matter with the relevant member of staff, you remain dissatisfied; you may wish to make a formal
complaint.
If for any reason you feel unable to bring your informal complaint to the attention of the relevant member
of staff you may address it directly to the Director of the Careers Service.
Formal Complaint
 A complaints form is available for formal complaints – this should be sent to the Director of the Careers
Service who will address the complaint.
 Complaints will be acknowledged and dealt with in a timely fashion.
 The complainant will be heard in person and may be accompanied if they so wish.
 Confidentiality will be assured.
 Impartiality will be assured.
 The outcome of the complaint will be informed to the complainant in person or formally in writing.
 If a resolution is not achieved an appeal will be heard by the Director of the Careers Service. If
necessary the matter may be referred to the Academic Secretary and dealt with as part of existing
College procedures.
Limitations of Complaints Procedure
 The complaints procedure is limited to items that are within our control.
 The complaints procedure cannot cover items relating to limited resources.
 Complaints will not always produce the outcome preferred by the complainant.
Careers Advisory Service
Complaint Form
This form is part of the formal complaints procedure and should only be completed after the informal
complaints route has been fully explored. Please complete in block capitals and send to: The Director,
Careers Advisory Service, 2nd Floor, 7-9 South Leinster St, Trinity College Dublin 2 or alternatively to the
Academic Secretary. A hard copy of this form is available from the Careers Reception.
Personal Details:
Full Name:
Student Number (if appropriate):
Course and Year (if appropriate):
Address for correspondence in connection with the complaint:
Outline of complaint, including dates of actions:
Which aspect of the Statement of Service do you consider has not been fulfilled, and why?
Please explain what steps you have taken, together with dates, to resolve your complaint locally (as per the
informal procedure):
Please explain why you are unsatisfied with the response you have received from the informal procedure:
Please indicate, without prejudice, what outcome or further action you are expecting:
If you have written a formal letter of complaint to anyone else in the University please indicate names
and/or let us know whether you intend to copy this to anyone else.
Declaration: I declare that the information given in this form is true, and that I would be willing to
answer further questions relating to it if necessary.
Signed:
Date: