Feedback & Complaints

Feedback & Complaints in Fundraising

Our generous donors are at the heart of all that we do and we are committed to ensuring that all our communications and dealings with our supporters and the general public are of the highest possible standard.

It is inevitable that feedback and complaints arise and we listen and respond to these views so that we can continuously improve and develop.  We welcome all feedback, both positive and negative.

We aim to ensure that:

  • It is easy to give feedback or make a complaint.
  • We treat as a complaint any clear expression of dissatisfaction with our fundraising activities, practices or communications.
  • We take all complaints seriously, whether made in person, by email or over the phone.
  • We deal with all complaints swiftly and in a respectful, honest and professional manner.
  • We will respond accordingly – for example, with an explanation or an apology when we make errors and with information on any action taken.
  • We learn from feedback and complaints and use them to improve our practices.

If you have feedback or a complaint:
You can contact the Fundraising and Communications Department about any aspect of our work you can as below:

Eleanor Flew
Director of Fundraising and Communications
Our Lady’s Hospice & Care Services
Harold’s Cross
D6W RY72

Phone: 01 491 1072
Email: fundraising@olh.ie

We are open five days a week, Monday – Friday, 9.00am to 5pm.

What happens next?

If you complain in person or over the phone, we will endeavor to resolve the issue straight away.  Similarly, if you complain by email or in writing, we will always acknowledge your complaint within five days and do everything we can to resolve it within 30 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 contact our Chief Executive Officer as below who will respond within 30 days and bring the matter further if appropriate.

Audrey Houlihan
CEO
Our Lady’s Hospice & Care Services
Harold’s Cross
D6W RY72

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 seven 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.

If you are not happy with our response, you may get in touch again by writing to the Chief Executive at the address above, who will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.