Handling Feedback and Complaints
Suas is committed to ensuring that all our communications and dealings with our service users, donors, the general public, and our supporters are of the highest possible standard. We listen and respond to any views or complaints so that we can continue to improve. Suas 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, 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.
What to do if you have feedback
If you do have a complaint about any aspect of our work, you can contact Suas in writing or by telephone. In the first instance, your complaint will be dealt with by the Operations Manager. 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. Our contact details are available on our website (www.suas.ie) or by telephone on 01 6621400. You can also email us at [email protected].
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.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to the board of Suas through the Chairman, at the charity address listed on the website. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
If you have feedback or a complaint you may also at any stage contact the Charities Regulator who oversee charities compliance with the Guidelines for Charitable Organisations on Fundraising from the Public. Ideally, in the first instance, you should address your complaint to Suas as outlined above. You may however at any stage make your complaint or express a concern to the Charities Regulator who you can contact through their online concerns form at www.charitiesregulator.ie
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