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Misean Cara has  procedures in place to enable interested parties to notify the organisation of their wishes, comments and complaints. These procedures include systems to ensure that all feedback (including especially any complaints) are responded to and addressed within a specified time-frame. Public or donor queries or complaints should, in the first instance, be addressed to the Office and HR Manager. Where the charity’s response does not satisfy the complainant, s/he will have clear information about the next level of the complaints procedure, which will be directed to the Monitoring Group. All matters of suspected illegality should be addressed immediately to An Garda Siochána.

How Misean Cara Handles Feedback and Complaints
Misean Cara is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.

Misean Cara welcomes both positive and negative feedback. Therefore 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 operations which calls for a response;
  • 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 where we have got things wrong, and information on any action taken etc; and
  • we learn from complaints, use them to improve, and monitor them at our Board.

If you have feedback or a complaint – Step One
If you have a complaint about any aspect of our work, you can contact Office and HR Manager in writing or by telephone.

In the first instance, your complaint will be dealt with by our Office and HR Manager. 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.

Write to:
Office and HR Manager
563 South Circular Road
Kilmainham
Dublin D08 EP8E
T: +353 (0)1 405 5028
D: +353 (0)1 499 9126
F: +353 (0)1 405 5066
E: info@miseancara.ie

We are open Monday – Thursday 9.00 am to 5.30 pm, Fridays 9.00am to 5.00pm, and closed for lunch between 1.00 pm and 2.00 pm each day.

What happens next?
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 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.

If you have feedback or a complaint – Step Two
Monitoring Group
Ideally in the first instance you should address your complaint to the organisation as outlined above. You may however at any stage make your complaint in writing to the Monitoring Group who oversee Misean Cara’s compliance with the Statement of Guiding Principles for Fundraising.

Write to:
Marie Therese Fanning
The Chair,
Monitoring Group
563 South Circular Road
Kilmainham
Dublin D08 EP8E
T: +353 (0)1 405 5028
F: +353 (0)1 405 5066
E: mtfanning@miseancara.ie

What happens next?
You will receive confirmation of receipt of your complaint within 10 number of days. The Monitoring Group will consider complaints and will respond according to its own procedures. This complaints procedure does not apply to Misean Cara’s staff or agents.