COMPLAINTS POLICY ///
Calvary Mission is committed to ensuring that all our communications & interactions with the general public and our supporters are of the highest possible standard.
However we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the charity’s work we would like to hear from you.
We welcome both positive and negative feedback as this allows us to develop and grow as an organisation.
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
• We treat any feedback or complaint seriously whether it is made by telephone,
letter, email or in person
• We will deal with it quickly, politely and respectfully
• We will respond accordingly with an explanation or an apology depending on the
complaint, investigation and outcome
• We learn from our complaints; we use them to improve and monitor at Board
How to lodge a complaint
You can make your complaint in whatever form is most convenient to you.
72 Rowan Drive
Tel: 094 9044562
Email: firstname.lastname@example.org – please put ‘Complaint’ in the subject line
What happens next?
If your complaint is received over the phone we will endeavour to have it resolved there and then (where possible). If it is received by email or post we will acknowledge it within five days and do everything to resolve any complaints within ten working days.
If a full response cannot be given within ten working days (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with your complaint.
What to do if you are still unhappy
If you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly, in writing, to the Chairman of the Board:
72 Rowan Drive
The Chairman will reply to you within 10 working days of receipt of your letter and will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members. You will
be notified of the next Board meeting and a subsequent reply.
If an individual is not satisfied with the manner in which their complaint is handled by the charity concerned, they should be advised of their right to raise a concern with the Charities Regulator.
Based on complaints policies published by the Irish Heart Foundations and The Wheel.