Charities Institute Ireland
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Complaints Policy

Feedback and Complaints


Charities Institute Ireland is committed to ensuring that all our communications and dealings with the general public, our members and our partners are of the highest possible standard. We listen and respond to the views of the general public, our members and our partners so that we can continue to improve.

Charities Institute Ireland 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, fax, 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.

If you have comments or concerns about a Charities Institute Ireland organisational members’ fundraising you will firstly need to contact the charity concerned. If you do not feel your comment or concern was satisfactorily addressed, you can contact the Charities Regulatory Authority.

What to do if you have feedback

If you do have a complaint about any aspect of our work, you can contact Scott Kelley, Chief Operating Officer, in writing or by telephone.
In the first instance, your complaint will be dealt with by our Chief Executive, Lucy Masterson. 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.

Write to:
The Chief Executive
56 Fitzwilliam Square
Dublin 2
Ireland
Tel: +353 1 541 4770
Email: scott@charitiesinstituteireland.ie
We are open 5 days a week from 9.00 am to 5.30 pm.

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 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 Charities Institute Ireland’s Chairman. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.