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Feedback and Complaints Policy

Purpose of Policy

ActionAid 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.

What is a complaint?

A complaint is any expression of dissatisfaction about any aspect of ActionAid Ireland. This may be a concern about the services we provide or how you have been treated by our staff.

How to make a complaint

Should you wish to make a complaint you can do so via our contact details below:

By Post:
19 Denzille Lane
Dublin 2
DO2 WT72

By Phone: 01 878 7911

By Email: info@actionaid.ie

Your formal complaint will be managed by one of the following individuals:

(a) the Head of Fundraising, for complaints about fundraising activities;
(b) the CEO, for all other complaints.

We are open 5 days a week Monday to Friday from 9.00 am to 5.00 pm..

As a charity receiving donations from the public, we take every measure to carry out best practice and comply with the Guidelines for Charitable Organisations on Fundraising from the Public, as issued by the Charities Regulator.

What should you include in your complaint?

When making a complaint remember to provide:

  • Your name, address and contact phone number (and email if possible) and advise if you are acting on behalf of someone else.
  • Your complaint details, providing dates and times where possible
  • What your concern is and what you hope to achieve (for example receive an apology).
  • Your preferred method of communication.

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 working 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 CEO of ActionAid. The CEO will ensure that your appeal is considered at Senior Management level and will respond in writing within two weeks of this consideration. If you are not satisfied with the Senior Management response then you can take your complaint to the Chairperson
of the Board in writing who will ensure your appeal is considered at Board level and will respond within two weeks.

If you believe that ActionAid has not succeeded in resolving your complaint, you can appeal in writing to the Office of The Charities Regulator, 3 Georges Dock, IFSC, Dublin 1. The Charities Regulator can look into your complaint if you believe that you personally, or persons that you are acting on behalf of, have been treated unfairly.

For more information, please visit the Charities Regulator: https://www.charitiesregulator.ie/en/information-for-the-public/raise-a-concern

This complaints procedure does not apply to ActionAid Ireland’s staff or agents.