Fundraising Complaints Procedure
STEP ONE: Lodge initial complaint
If you do have a complaint about any aspect of our fundraising work, the fastest way for us to respond is to contact us using our Complaints and Feedback form online, or by calling our Donor Care team on 01-881-5900.
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.
If you lodge your complaint over the phone, we will try to resolve the issue there and then. Similarly, if you contact us 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 Team within the above timeline, you may get in touch again and contact our Director of Fundraising in writing (email or post).
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.
Director of Fundraising
9 – 12 High Street
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 Director of Fundraising will consider complaints and will respond accordingly.
STEP THREE: Final recourse
If you feel, following receipt of a response from our Director of Fundraising, 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.
Chief Executive Officer
9 – 12 High Street
Feedback and complaints not related to Fundraising:
If your complaint is not regarding fundraising practices, please complete the complaints and feedback from selecting the relevant options or call 01 881 5900.