Handling Feedback and Complaints - Donors
Spinal Injuries Ireland (SII) 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.
SII 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 Fiona Bolger, CEO, in writing or by telephone.
In the first instance, your complaint will be dealt with by our Chief Executive Officer, Fiona Bolger. 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.
Fiona Bolger, CEO
Spinal Injuries Ireland, G3 The Pottery, Bakers Point,
Pottery Road, Dun Laoghaire
Tel: +353 1 6532180
We are open 5 days a week from 9.00 am to 5.30 pm and closed between 1.00 pm and 2.00pm each day.
CHY No. 11535 Registered Charity No. 20031855
What happens next?
Handling Feedback and Complaints on donations
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 SII Chairperson, John Twomey. The Chairperson 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 – Step Two – Charities Regulator
Ideally in the first instance you should address your complaint to SII as outlined above. You may however at any stage make your complaint to the Charities Regulator who oversee charities compliance with the Guidelines for Charitable Organisations on Fundraising from the Public. If you wish to contact them regarding a concern, you must complete the Online Concerns Form