If you’re unhappy with a service provided by the Department of Further and Higher Education, Research, Innovation and Skills, here’s what you can do to try and set it right.
First, please let the person you’re dealing with know about your issue. If you prefer, please ask to speak to a manager. Both of them will try to help you. We try to solve all problems at a local level, where possible.
Complain to Customer Services
If you’re still unhappy and want to make a complaint, you can contact Customer Services by:
writing to Customer Services, Department of Further and Higher Education, Innovation, Research and Science, Marlborough Street, Dublin 1
phoning (01) 889 6400 or (01) 889 2344
How to complain
You can make a verbal complaint or a written one. We’ll make a written record of a verbal complaint.
To speed up our investigation of your complaint, please tell us:
your name, address and telephone number
the full details of your complaint
the name of the officials or sections who dealt with you
what you have already done to try to solve your issue at a local level
If you have a complicated complaint, it might be best to put it in writing. That way, you won't miss any important details.
Remember to send us copies of all relevant documents, letters or emails you may have.
If you have special needs that may affect your ability to make a complaint, please let us know as soon as possible. We’ll do everything we can to help you.
Our complaints process
Customer Services will arrange for the head of the relevant section to investigate your complaint. The section head might choose another official to look at your complaint.
We’ll answer your complaint within 20 working days of getting it. If we cannot answer within this time, we’ll let you know. We’ll keep you updated on when we expect to answer.
When we investigate and answer your complaint, we’ll:
treat your complaint fairly and without bias
continue to provide you with all our services, regardless of your complaint
recognise any mistake we made
explain what happened
put it right, wherever possible
If you’re unhappy with our answer to your complaint, you can appeal to the Office of the Ombudsman, or the Office of the Ombudsman for Children. You'll find the contact details for the ombudsman offices at the bottom of this page.