Feedback and Complaints

Feedback and Complaints

Feedback and Complaints regarding Fundraising

Focus Ireland is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve. Focus Ireland welcomes both positive and negative feedback. Therefore we aim to ensure that:

  • it is as easy as possible to make a complaint;
  • we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
  • we treat it seriously whether it is made by telephone, letter, fax, email or in person; • we deal with it quickly and politely;
  • we respond accordingly – for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc.;
  • we learn from complaints, use them to improve, and monitor them at our Board.

 

To make a complaint:

STEP ONE

If you do have a complaint about any aspect of our work, you can contact (Kenneth Baker) in writing or by telephone. In the first instance, your complaint will be dealt with by our Donor Care Co-ordinator.

Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details. Write to:

Matt Powell
Donor Care Co-ordinator
Focus Ireland
9 – 12 High Street
Dublin 8
D08 E1W0

Tel: 01-881-5906
Email: matt.powell@focusireland.ie

We are open 5 days a week from 9.30 am to 5.30 pm (Monday to Thursday) and 9.30am to 4.30 pm on Fridays.

What happens next?

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve it within 21 days. If this is not possible, we will explain why and provide a new deadline.

STEP TWO: IF THE COMPLAINT IS NOT RESOLVED

If you are not happy with our response from the Donor Care Co-ordinator, you may get in touch again and contact our Public Fundraising Manager by writing (email or post) to Sinead Price.

Please give us as much information as possible on the issue, including your previous correspondences with Focus Ireland on this issue, in your letter or email.

It would also be most helpful if you could let us know how you would like us to respond and rectify the problem, providing relevant contact details.

Write to:

Karen Ciesielski 
Public Fundraising Manager
Focus Ireland
9 – 12 High Street
Dublin 8
D08 E1W0

Tel: 01 881 5900
Email: karen.ciesielski@focusireland.ie

You will receive confirmation of receipt of your complaint within 10 working days.

If the problem is of a complex nature it may take longer than 10 days to solve, we will let you know what is being done and approximately how long this will take.

The Public Fundraising Manager will consider complaints and will respond accordingly.

STEP THREE: FINAL RECOURSE

If you feel, following receipt of a response from our Public Fundraising Manager, that the issue remains unresolved, please write to our Chief Executive Officer at the address below, and tell us what means you think are necessary to finally resolve the issue.

Our CEO will aim to solve the problem in 10 working days however this may take longer in the case of complex issues. In case resolving the problem will take longer than the time denoted above we will endeavour to keep you abreast of what actions have been taken and the procedures in place.

Write to:

Pat Dennigan
Chief Executive Officer
Focus Ireland
9 – 12 High Street
Dublin 8
D08 E1W0

Feedback and complaints regarding services or other areas

If your complaint is not regarding fundraising practices please call 01 881 5900.