Feedback & Complaints Procedure

The Irish Heart Foundation is committed to delivering quality work at all times and to ensuring that all our communications and 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 value feedback and are committed to listening and learning from the experiences of those who engage with us. This allows us to develop and grow as a charity dedicate to eliminating preventable death and disability from heart disease and stroke, and to better support and care for those living with these life-changing conditions.

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
• We treat any feedback or complaint seriously.
• We will deal with it quickly, politely and respectfully
• We will respond as appropriate to the complaint, investigation and outcome.
• We learn from our complaints; we monitor them and use them as opportunities to improve 
• We handle any fundraising complaints in line with the Charities Regulator’s Guidelines for Charitable Organisations on Fundraising from the Public. 

We are committed to upholding the Charities Regulator Guidelines for Charitable Organisations on Fundraising from the Public and best practice through all our fundraising activities. This includes a commitment to transparency, accountability, and compliance with all applicable data protection legislation. If you have a concern or have a complaint regarding a communication you have received, please follow the ‘How to lodge a complaint’ section below. 

How to lodge a complaint

You can make your complaint in writing, by  post or email via:

Irish Heart Foundation,
17-19 Rathmines Road Lower
Dublin
D06 C780

Email: info@irishheart.ie – please put ‘Complaint’ in the subject line

What happens next?

If your complaint is received by post or email, we will acknowledge it within 5 working days and do everything to resolve any complaints within 20 working days.

If a full response cannot be given within this timeline (e.g. when a matter is very complex or where we have to consult a third party on the matter), you will be kept informed of the progress being made with your complaint.

What to do if you are still unhappy

If you are dissatisfied with the outcome of your complaint, you may request an internal review. The review will be conducted by a senior manager or independent reviewer who was not involved in the original assessment. 

Requests for an internal review should be submitted within 10 working days of receiving the outcome of the initial complaint process. 

The reviewer will undertake an objective assessment of the complaint and the process followed during the initial investigation. A written response will be provided within 20 working days of receipt of the review request. 

If you remain dissatisfied following the internal review, you may refer your complaint to an appropriate external body. 

Depending on the nature of the complaint, this may  include:  

– The Charities Regulator for concerns relating to charity governance or compliance; 

– The HSE for complaints relating to HSE-funded services (see the HSE’s Your Service Your Say complaints process). 

– The Data Protection Commission for concerns regarding the handling of personal data. 

We will provide information on the appropriate external body upon request.