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Handling Feedback and Complaints

Handling Feedback and Complaints: Procedure

ChildFund 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 to the views of the general public and our supporters so that we can continue to improve.

ChildFund 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.
 we learn from complaints, use them to improve, and monitor them at our board.

What to do if you have feedback?

If you have a complaint about any aspect of our work, you can contact our CEO in writing, or by telephone.  In the first instance, your complaint will be dealt with by our Chief Executive (or other named office holder with sufficient seniority to address the complaint). Please give as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

Write to: The Chief Executive, ChildFund, 22 Windsor place, Dublin 2, Ireland

Alternatively, you can telephone us on +353 1 6762128 or Freephone 1800 221010, or email your feedback and comments to info@childfund.ie
We are open Monday to Friday, from 9am to 5pm.

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.