The Irish Heart Foundation is committed to delivering quality work at all times and 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 dedicated to reducing unnecessary death and disability from heart disease and stroke.

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 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 level
• We follow best practice on all Fundraising Complaints

We are committed to upholding the Statement of Guiding Principles for Fundraising and best practice through all our fundraising activities. This includes adhering to Data Protection Laws. If you have a complaint regarding a communication you have received please follow the ‘How to Lodge a Complaint’ below.

How to lodge a complaint

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

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

Fax: 01 668 5896

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

What happens next?

If your complaint is received by fax, post or email 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 CEO of the Irish Heart Foundation:

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

The CEO 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.