Complaints Policy

Irish Guide Dogs for the Blind is committed to ensuring that all our communications and interactions with the public and our supporters are to the highest possible standard. The views of the general public and our supporters help us to ensure that we continue to improve our services and response.

Feedback and Complaints Procedure and Complaints Policy

Irish Guide Dogs for the Blind welcomes both positive and negative feedback.

Public feedback

We welcome feedback on any aspect of our work. You can contact Irish Guide Dogs for the Blind in writing, by email or by telephone.

Please provide as much information as possible and let us know how you would like us to respond to you.

In the first instance, your comment will be dealt with by our Chief Executive Officer.

Please write to:

Padraig Mallon
Chief Executive Officer
Irish Guide Dogs for the Blind,
National Training Centre and Headquarters,
Model Farm Road,
Cork

Tel: 021 4878200
Email: [email protected]

Complaints

We treat as a complaint any clear expression of dissatisfaction where it is claimed that our activities have not accorded with fair or sound administrative practice and have adversely affected the person by whom, or on whose behalf, the complaint is made.

Therefore we aim to ensure that:

  • It is as easy as possible to make a complaint
  • 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 when we have made an error, and information on any action taken.
  • We learn from complaints, use them to improve, and monitor them at an executive and Board level.

In the first instance, your complaint will be dealt with by our Complaints Officer. 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.

Neil Munday
Complaints Officer
Irish Guide Dogs for the Blind,
National Training Centre and Headquarters,
Model Farm Road,
Cork

Tel: 021 4878200
Email: [email protected]

Our complaints procedure

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.

What if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to Irish Guide Dogs for the Blind’s Chairman. The Chairman will ensure that your appeal is considered at Board level, and will respond within two weeks of the appeal having been considered by Board members.