1. PURPOSE
Career Ireland Seirbhísí Limited, trading as CareerIreland ("CareerIreland", "we", "us" or "our"), aims to provide customers with clear and professional support.
This Policy explains how customers can:
- contact CareerIreland;
- request assistance;
- raise a complaint;
- report a problem with a consultation;
- report a booking or payment issue;
- raise a concern about an eligibility assessment;
- report a Website or technical issue; and
- request escalation where appropriate.
This Policy applies to services provided through:
irelandimmigrationcheck.com
2. COMPANY DETAILS
Career Ireland Seirbhísí Limited
Trading as CareerIreland
Registered Office:
109 Windmill Park,
Crumlin,
Dublin, Dublin 12,
D12 Y0YX, Ireland
Office:
3 Crumlin Village,
Crumlin, Dublin 12,
D12 X8N5, Ireland
Telephone: +353 89 971 8143
Email: contact@irelandimmigrationcheck.com
Website: irelandimmigrationcheck.com
3. CUSTOMER SUPPORT
Customers may contact CareerIreland regarding matters including:
- eligibility assessments;
- consultation bookings;
- appointment arrangements;
- payment issues;
- Website functionality;
- technical problems;
- customer communications;
- service information;
- complaints; and
- other matters relating to CareerIreland services.
We will seek to provide appropriate assistance based on the nature of the enquiry.
4. CONTACTING CAREERIRELAND
Customers may contact CareerIreland through the contact facilities made available on the Website or by telephone.
Telephone: +353 89 971 8143
Email: contact@irelandimmigrationcheck.com
When contacting us, please provide sufficient information to help us identify and understand the matter.
Where relevant, this may include:
- your name;
- contact details;
- booking reference;
- consultation date;
- transaction information;
- assessment reference or details; and
- a description of the issue.
Please do not provide unnecessary passwords, payment-card security codes or unrelated confidential information.
5. GENERAL ENQUIRIES
Not every customer communication constitutes a formal complaint.
A general enquiry may include a request for:
- clarification;
- booking information;
- payment information;
- Website assistance;
- appointment information; or
- other ordinary customer support.
CareerIreland will seek to respond within a reasonable period, taking account of the nature and complexity of the enquiry.
6. WHAT IS A COMPLAINT?
A complaint is an expression of dissatisfaction concerning a CareerIreland service, process, communication or customer experience where the customer expects the matter to be addressed.
Complaints may concern matters including:
- a consultation;
- consultation booking;
- payment administration;
- eligibility assessment functionality;
- customer support;
- Website functionality;
- communications;
- technical issues; or
- another CareerIreland service.
7. MAKING A FORMAL COMPLAINT
A customer wishing to make a formal complaint should explain:
- what happened;
- when it happened;
- which service was involved;
- why the customer is dissatisfied; and
- what resolution the customer is seeking, where applicable.
There is no requirement to use specific legal terminology.
8. COMPLAINTS ABOUT CONSULTATIONS
If your complaint concerns a consultation, please provide, where available:
- consultation date;
- booking reference;
- relevant communication;
- description of the issue; and
- any information supporting the complaint.
CareerIreland may review relevant booking, communication and service records.
A complaint about an immigration outcome does not give CareerIreland the ability to change or overturn a decision made by an immigration authority.
9. COMPLAINTS ABOUT ELIGIBILITY ASSESSMENTS
If you believe an eligibility assessment may contain an error, please provide:
- the relevant assessment;
- the information entered;
- the result received; and
- an explanation of the issue you believe occurred.
CareerIreland may review the relevant assessment functionality and information.
An assessment review is not an official Government immigration review.
10. COMPLAINTS ABOUT PAYMENTS
If a complaint concerns a payment, please provide, where available:
- booking reference;
- transaction date;
- transaction amount;
- payment confirmation; and
- description of the issue.
CareerIreland may need to verify information with the relevant payment provider.
11. COMPLAINTS ABOUT REFUNDS OR CANCELLATIONS
Complaints concerning refunds or cancellations will be considered together with the applicable:
Refund & Cancellation Policy
and
Consultation Booking & Payment Terms.
Nothing in this complaints procedure removes any statutory consumer rights.
12. WEBSITE OR TECHNICAL COMPLAINTS
If you experience a technical problem, please provide, where possible:
- Website page affected;
- description of the problem;
- approximate date and time;
- device used;
- browser used; and
- screenshot or other relevant information.
CareerIreland may investigate the issue or refer it to an appropriate technical provider where necessary.
13. PRIVACY OR DATA-PROTECTION COMPLAINTS
If your complaint concerns personal information, cookies, data processing or another privacy matter, CareerIreland may handle the matter under the relevant provisions of its Privacy Policy.
Where appropriate, you may exercise your statutory data-protection rights separately from making a general service complaint.
14. SECURITY REPORTS
If you identify a potential security vulnerability or security incident involving the Website, please report it promptly to CareerIreland.
Do not attempt to:
- access another person's account;
- obtain information without authorisation;
- bypass security controls;
- introduce malicious software;
- disrupt Website operation; or
- exploit a vulnerability for personal benefit.
Security matters may be handled under CareerIreland's security procedures.
15. COMPLAINT ACKNOWLEDGEMENT
CareerIreland will seek to acknowledge formal complaints within a reasonable period where sufficient contact information has been provided.
The acknowledgement may confirm:
- that the complaint has been received;
- the general nature of the matter;
- whether additional information is required; and
- the next stage of the review.
16. INVESTIGATION
Where appropriate, CareerIreland may investigate a complaint by reviewing:
- customer communications;
- booking information;
- consultation information;
- assessment records;
- payment information;
- Website records;
- technical information; and
- other relevant information.
The extent of the investigation will depend on the nature and complexity of the complaint.
17. ADDITIONAL INFORMATION
CareerIreland may request additional information where reasonably necessary to investigate a complaint.
Customers should provide only information relevant to the matter.
CareerIreland may be unable to investigate a complaint adequately where insufficient information is provided.
18. COMPLAINT HANDLING
CareerIreland will seek to consider complaints fairly and proportionately.
Depending on the circumstances, the complaint may be reviewed by an appropriate member of the CareerIreland team.
Where reasonably practicable, a matter may be reviewed by someone who was not directly responsible for the original issue.
19. POSSIBLE OUTCOMES
Depending on the circumstances, CareerIreland may:
- provide an explanation;
- correct an administrative error;
- provide additional information;
- correct inaccurate information;
- investigate a technical issue;
- review an assessment;
- offer an appropriate service remedy;
- provide a refund where required or appropriate; or
- explain why the requested remedy cannot be provided.
The appropriate outcome depends on the facts and applicable law.
20. COMPLAINTS DO NOT GUARANTEE A REFUND
Making a complaint does not automatically entitle a customer to:
- a refund;
- a new consultation;
- a new eligibility assessment;
- compensation;
- rescheduling; or
- another particular remedy.
Any refund or other remedy will be considered under the applicable contractual terms, policies and statutory rights.
21. IMMIGRATION DECISIONS
CareerIreland cannot overturn or control decisions made by:
- Immigration Service Delivery;
- the Department of Justice;
- visa authorities;
- employment-permit authorities;
- embassies;
- consulates; or
- other competent authorities.
A complaint to CareerIreland cannot replace an official appeal, review or administrative process available through the relevant authority.
22. GOVERNMENT COMPLAINTS
Where a complaint concerns a decision made directly by an Irish Government immigration authority, the customer may need to use the review, appeal or complaint process provided by that authority.
CareerIreland may provide general information about where official information can be found but cannot act as the Government decision-maker.
23. COMPLAINT RESPONSE
CareerIreland will seek to provide a clear response after reviewing the available information.
The response may:
- explain the findings;
- identify any action taken;
- provide an available remedy;
- request further information; or
- explain why a requested remedy cannot be provided.
Complex matters may require additional time.
24. ESCALATION
If you remain dissatisfied after receiving a response, you may contact CareerIreland again and explain:
- why you believe the matter remains unresolved; and
- any additional information you believe should be considered.
Where appropriate, the matter may be escalated internally for further review.
25. STATUTORY RIGHTS
Nothing in this Policy is intended to exclude or restrict any statutory right or remedy that cannot lawfully be excluded.
Customers remain entitled to exercise applicable:
- consumer rights;
- data-protection rights;
- contractual rights; and
- other statutory remedies.
26. EXTERNAL AUTHORITIES
Depending on the nature of the complaint, an appropriate external authority may be available.
For data-protection matters, this may include the Data Protection Commission.
For consumer matters, customers may also have rights under applicable Irish and European consumer-protection legislation.
The appropriate external body will depend on the subject of the complaint and the applicable law.
27. CUSTOMER INFORMATION DURING COMPLAINTS
Information provided during a complaint may be processed to:
- investigate the matter;
- communicate with the customer;
- maintain complaint records;
- resolve the issue;
- improve services;
- comply with legal obligations; or
- establish, exercise or defend legal claims.
Personal information will be handled in accordance with the Privacy Policy.
28. COMPLAINT RECORDS
CareerIreland may retain appropriate records of complaints and their resolution.
Records may be retained for purposes including:
- managing recurring issues;
- service improvement;
- demonstrating complaint handling;
- legal compliance;
- accounting; and
- establishing, exercising or defending legal claims.
Retention is governed by the Privacy Policy.
29. ABUSIVE OR THREATENING COMMUNICATION
CareerIreland will consider genuine complaints in good faith.
However, where communications become threatening, abusive, discriminatory, deliberately disruptive or excessively repetitive, CareerIreland may take reasonable steps to protect staff, customers and business operations.
This does not prevent a customer from exercising legitimate legal or consumer rights.
30. FALSE OR FRAUDULENT COMPLAINTS
CareerIreland may investigate complaints made in good faith.
Where there is credible evidence that information has been deliberately fabricated or a complaint is being used fraudulently to obtain money, services or another benefit, CareerIreland may take appropriate action.
31. NO RETALIATION
CareerIreland will not prevent a customer from making a genuine complaint or exercising a lawful statutory right because the customer has raised a concern.
32. CONTACT
For customer support or complaints:
Career Ireland Seirbhísí Limited
Trading as CareerIreland
Registered Office:
109 Windmill Park,
Crumlin,
Dublin, Dublin 12,
D12 Y0YX, Ireland
Office:
3 Crumlin Village,
Crumlin, Dublin 12,
D12 X8N5, Ireland
Telephone: +353 89 971 8143
Email: contact@irelandimmigrationcheck.com
Website: irelandimmigrationcheck.com
33. RELATED DOCUMENTS
This Policy should be read together with:
- Terms & Conditions;
- Privacy Policy;
- Consultation Booking & Payment Terms;
- Refund & Cancellation Policy;
- Immigration Eligibility Disclaimer; and
- AI & Automated Eligibility Assessment Disclaimer.
Where another document contains more specific provisions concerning a particular issue, that document should be read together with this Policy.
34. CHANGES TO THIS POLICY
CareerIreland may update this Policy from time to time to reflect:
- changes to customer-support procedures;
- changes to services;
- changes to Website functionality;
- changes to complaint-handling procedures;
- changes in applicable law; or
- improvements to customer service.
The latest version will be published on the Website.
Last Updated: 11 August 2026