Feedback & Complaints Procedure

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:

 

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 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:

The Irish Heart Foundation,
50 Ringsend Rd,
Dublin 4

Tel: 01 6685001
Fax: 01 6685896

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

 

What happens next?

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.

 

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:

Mr. Barry Dempsey, CEO, Irish Heart Foundation, 50 Ringsend Road, Dublin 4

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.

Finally if you feel that you are not satisfied we can direct you to an independent monitoring group who will assess your complaint in an objective manner.

Join us to help end premature deaths from heart and stroke disease

Speak to our National Heart & Stroke Helpline Nurses

Need to talk? Freephone 1800 25 25 50 Mon - Fri 9am - 5pm, Thurs till 7pm

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