Complaints & Feedback Procedure for Fundraising
The Alzheimer Society of Ireland’s commitment to you
The Alzheimer Society of Ireland is very thankful for the generosity of its supporters and the general public. We are committed to ensuring that we live up to our reputation as a respectful, honest and open organisation, and we aim to continue to achieve the highest standards in fundraising practice.
As a valued supporter of The Alzheimer Society of Ireland, we know it is important that we facilitate any feedback or complaints that you may have. If, for any reason, you should feel aggrieved then we will endeavour to do our utmost to make sure that we come to a satisfactory solution.
The Alzheimer Society of 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 to and respond to the views of the general public and our supporters so that we can continue to improve. 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 any feedback or complaint seriously whether it is made by telephone, letter, fax, email or in person.
We will deal with it quickly, politely and respectfully.
We will respond to the situation appropriately and accordingly.
We learn from our complaints, use them to improve and monitor at Management level.
If you do have a complaint
If you do have a complaint about any aspect of our work, you can contact The Alzheimer Society of Ireland by email, post, telephone or in person. In the first instance, your feedback or complaint will be dealt with by a staff member who may resolve the issue, or forward it to the most appropriate person to respond. 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.
If your complaint is received over the phone we will endeavour to have it resolved there and then (where possible), if it is received by email, fax or post we will acknowledge it within 5 days and do everything to resolve any complaints within 10 working days.
Write / Email / Fax to:
Head of Fundraising
The Alzheimer Society of Ireland
or telephone 01 2073800
or email firstname.lastname@example.org
If you do not feel that your complaint has been adequately received by the relevant person it will then go to the Interim Head of Fundraising.
If you are not happy with our response you may get in touch again by writing to The Alzheimer Society of Ireland’s Chief Executive Officer, Pat McLoughlin. The CEO will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members. You will be notified of the next Board meeting and a subsequent reply.
*Please see www.charitiesinstituteireland.ie for further details.