Complaints and Feedback Procedure

As a valued supporter at of the Irish Heart Foundation, 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. We feel it is important that we learn from our mistakes so your feedback is very important to us.

The Irish Heart Foundation 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. We are committed to upholding the Statement of Guiding Principles for Fundraising available on ICTR.ie.

The Irish Heart Foundation welcomes both positive and negative feedback as this allows us to develop and grow as an organisation dedicated to reducing unnecessary death and disability from heart disease and stroke. 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 accordingly - for example with an explanation or an apology where we have gotten things wrong and information on any action taken etc.
• We learn from our complaints, use them to improve and monitor at Board level

If you do have a compaint

If you have a complaint about any aspect of our work you can contact any member of staff or Ciara Mealy by email, telephone or in writing (see contact details below).

If your complaint is recieved over the phone we will endeavour to have it resolved there and then (where possible), if it is recieved 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:

If you do not feel that your complaint has been adequately recieved by the relevant personthen it will go to the Head of Fundraising - Mr Aidan Stacey.

If you are not happy with our response you may get in touch again by writing to the Irish Heart Foundation's Chief Executive Officer. 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.

Finally if you feel that you are not satisfied we can direct you to an independent monitoring group who will assess your complaint in an objective manner.