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:
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.
You can make your complaint in whatever form is most convenient to you. You can telephone and speak to the appropriate member of staff. If you do not know who you should talk to, our receptionist will be happy to help.
Alternatively you can write, fax or email us via:
Irish Heart Foundation,
17-19 Rathmines Road Lower
Tel: 01 6685001
Fax: 01 6685896
Email: firstname.lastname@example.org – please put ‘Complaint’ in the subject line
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.
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:
Tim Collins, 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.