Handling Feedback and Complaints
Team Hope is committed to ensuring that all our communications and dealings with the general public, our supporters and volunteers are of the highest possible standard. We listen and respond to their views so that we can continue to improve. We welcome feedback – both positive and negative.
Therefore we aim to ensure that:
- It is as easy as possible to make a complaint (that is any clear expression of dissatisfaction with what we do, that calls for a response)
- We treat it seriously by whatever method it is communicated to us and we will respond accordingly in an efficient and polite manner, with an explanation or apology (where we have got things wrong), and with information on what action we have taken.
- We welcome feedback and complaints, because we learn, monitor and improve what we do, as a result.
What to do if you have feedback or a complaint
If you have a complaint about any aspect of our work, we first ask you to speak directly with the person with whom you have the complaint.
If the issue remains unresolved, you should contact our Executive Director in writing or by telephone. 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.
You can write to
The Executive Director,
5 Leopardstown Business Centre,
Ballyogan Ave, Dublin 18, D18 CF67
Telephone: (01) 2940222
(Our office hours are Monday – Friday 9.00 am to 5.30 pm)
What happens next?
If you contact us with a complaint in person or over the phone, we will try to resolve the issue there and then. If 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 a complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to the Team Hope’s Chairman, at the Team Hope address (above).
The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.