Complaints Procedure

Making A Complaint

A person wishing to make a complaint may do so in writing or verbally to:

  • the staff member they were dealing with at the time
  • the supervisor of that staff member
  • the Principal Solicitor/Co-ordinator, or
  • the Management Committee

If the complaint is about:

  • a staff member, the complaint will normally be dealt with by the Principal Solicitor/Co-ordinator
  • the Principal Solicitor/Co-ordinator the complaint will normally be dealt with by the Staffing Sub-Committee
  • the organisation in general, the complaint will normally be dealt with by the Principal Solicitor/Co-ordinator or Management Committee

Written complaints may be sent to via any of our contact methods (phone, email, mail).  The Principal Solicitor/Co-ordinator will be responsible for receiving this correspondence and directing it to the appropriate person.  


Procedure for complaints management

The person managing the complaint will be responsible for:

1. Processing the complaint or appeal:

  • registering the complaint or appeal in the Complaint folder of the TUT Server
  • informing the complainant that their complaint has been received and providing them with information about the process and time frame

2. Investigating the complaint or appeal: 

  • examining the complaint within 7 days of the complaint being received
  • investigating the complaint and deciding how to respond
  • informing the complainant by letter within 7 days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.

As far as possible, complaints or appeals will be investigated and resolved within 14 days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution.

3. Resolving the complaint

  • making a decision or referring to the appropriate people for a decision within 14 days of the complaint being received
  • informing the complainant of the outcome in writing:
    • upheld (and if so what will be done to resolve it)
    • resolved (and how this has been achieved); or
    •  if no further action can be taken, the reasons for this.
  • Informing the complainant of any options for further action if required

4. Reviewing the complaint:

If the complainant is not satisfied with the investigation and proposed resolution of their complaint they can seek a further review of the matter by the Convenor or if the complaint relates to the Convenor, an Office Bearer of the TUT.

5. Referral to external procedure:

A formal external complaints procedure may follow Step 4 if the complainant is still not satisfied with the outcome.  The complainant will be referred to a relevant mediation body.