Complaints Procedures

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Friends of the Elderly is committed to providing the best services possible to those whom we assist and those who support us underpinned by our values of

“The unique and irreplaceable worth of each human being and the dignity of each man and woman, whatever their origin, their beliefs, their situation and their physical, psychological or social state.”

Our policy is to respond to all complaints in a prompt, fair and sensitive manner. The Complaints policy is not designed to apportion blame, but to learn, respond and improve our services.

Please let us know if you are unhappy with any aspect of our work. We value all feedback and welcome the opportunity to improve our service. Please click on the button to download our complaints leaflet.

 

What is a complaint?

A complaint arises if in some way you are dissatisfied as a result of something we have done or failed to do, or as a result of the attitude of any member of our paid or voluntary staff.

We want to make it as easy as possible for you to make a complaint and so there is a form available. Our staff can give you guidance on completing the form and the procedures to follow.

Informal Discussions We would hope that most problems could be resolved by simply getting in touch with the Programme Coordinator, or Manager. However, if you are not satisfied that the problem has been resolved or handled to your satisfaction, you may wish to make a formal complaint.

HOW TO MAKE A COMPLAINT

STEP 1 – If you do have a complaint about any aspect of our work, you can contact Elaine Aughey, manager by email on eaughey@friendsoftheelderly.ie

If your complaint is about any aspect of our fundraising please contact Dermot Kirwan, Communications and Fundraising Manager by email on dkwiran@friendsoftheelderly.ie

You can also contact Friends of the Elderly Ireland in writing or by telephone to;

Friends of the Elderly 25 Bolton Street, Dublin 1 or 01-8731855

We want to deal with complaints as quickly as possible and most can be resolved on the spot.

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 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 5 working days, and do everything we can to resolve it within 14 working days. If this is not possible, we will explain why and provide a new deadline. If your complaint is about the Manager, you should begin at step 2.

WHAT IF THE COMPLAINT IS NOT RESOLVED?

STEP 2 – If you are not satisfied with the response or your complaint involves the Manager, you should contact in writing the President of the Board of Directors Jim O’Brien who will acknowledge your complaint within 5 working days, and do everything they can to resolve it within 14 working days. If this is not possible, they will explain why and provide a new deadline.

The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members. We take the issue of transparency and accountability very seriously at Friends of the Elderly Ireland.

The Appeals sub committee’s decision will be final.

Our Charity Registration details are:

 

Little Brothers (Friends of the Elderly) Ltd Company Registration No. 258611 Charity Registration No. CHY12003