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Ability West’s Feedback and Complaints Procedure

Ability West is very thankful for the generosity of supporters and the general public. We are committed to ensuring we live up to our reputation as a respectful, honest and open organisation, and we aim to continue to achieve the highest standards in fundraising practice. Ability West listens and responds to the views of the general public and our supporters so that we can continue to improve in this regard.
Ability West welcomes both positive and negative feedback. Therefore, we aim to ensure that:

It is as easy as possible to make a complaint and give feedback
We treat feedback and complaints seriously whether made by telephone, letter, fax, email or in person
We deal with it quickly and politely
We respond appropriately to the situation, and with respect to opinions
We learn from complaints, use them to improve, and monitor them at management level
If you have feedback or a complaint
If you do have any feedback, or a complaint about any aspect of our fundraising work or the conduct of our staff or volunteers, you can contact Ability West by email, by post, by telephone or in person.
Please Contact:

Isabella De Luca
Development Officer
Ability West
Blackrock House
Salthill
Galway
Tel: 091 540900
Email: fundraising@abilitywest.ie
Web: www.abilitywest.ie
We are open Monday to Friday from 8:30am to 5:00pm and closed between 1:00pm and 2:00pm for lunch.

In the situation of a complaint being made which involves the Development Officer, the complaint will be re-directed to John McHugo, Director of Finance

Please Contact:

John McHugo
Director of Finance
Ability West
Blackrock House
Salthill
Galway
Tel: 091 540900
Email: john.mchugo@abilitywest.ie
Web: www.abilitywest.ie
We are open Monday to Friday from 8:30am to 5:00pm and closed between 1:00pm and 2:00pm for lunch.
In the first instance, your feedback or complaint will be dealt with by a staff member who will resolve the issue, or forward it to the most appropriate person to respond. 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.

What happens next?
If you pass on feedback or complain in person or over the phone, we will try to resolve the issue there and then. If you contact us by email or in writing we will endeavor to respond within a period of 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 to your satisfaction?
If you are not happy with our response, please request that your fundraising complaint is forwarded to the Chief Executive. The Chief Executive will ensure that your appeal is considered at the highest level and will respond within two weeks of this consideration.
Please Contact:

Breda Crehan-Roche
Chief Executive
Ability West
Blackrock House
Salthill
Galway
Tel: 091 540900
Email: breda.crehan-roche@abilitywest.ie
Web: www.abilitywest.ie
We are open Monday to Friday from 8:30am to 5:00pm and closed between 1:00pm and 2:00pm for lunch.

Monitoring Group
You may at any stage make your complaint in writing to the Monitoring Group of the ICTR who oversee charities compliance with the Statement of Guiding Principles for Fundraising.

Contact:
The Chairperson,
Monitoring Group
ICTR
85 Merrion Sq South
Dublin 2
Tel: 01 6769908
Email: ictr@ictr.ie
Web: www.ictr.ie
You will receive confirmation of receipt of your complaint within a specified number of days.
The Monitoring Group will consider complaints and will respond in accordance to its own procedures.
Please see www.ictr.ie for further details.

What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to Ability West’s Chairperson. The Chairperson will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
Please contact:
The Chairperson
Ability West
Blackrock House
Salthill
Galway

This complaints procedure does not apply to Ability West’s staff or agents.
This complaints procedure applies only to Ability West’s Fundraising Department.
Complaints about Ability West’s services should be made to your local centre or contact:
Ability West
Blackrock House
Salthill
Galway
Tel: 091 540900 OR Email: enquiries@abilitywest.ie

There is a separate complaints policy and procedure for service provision within Ability West