Complaints Procedure

Preliminary Discussions

Many complaints or potential complaints can best be resolved locally in discussion with the individual/s involved. This is where the process should start. Often difficulties arise due to a misunderstanding incommunication. If the complaint is not resolved in this way, a formal complaint can be made.

Formal Complaints

Complaints can be made in writing. All verbal complaints must be put in writing and signed by the complainant and returned to Headquarters. The person making the complaint should be given any assistance necessary to make their complaint. This may include an interpreter, the assistance of a relative or friend or assistance from staff, in writing the complaint as dictated.

Upon receipt of any complaint the CEO will log the complaint in the Complaints Log Book kept at Headquarters.

The CEO must acknowledge receipt of the complaint immediately. He/she should then immediately notify 2 other committee members via e-mail.

The CEO must inform the complainee of the complaint and ask for a response within 10 working days. The CEO and Board must then investigate the complaint and inform the complainant, in writing, of their findings within 28 days of the received response of the complainee.

The CEO will inform the Trustees of all decisions made relating to complaints.

If the complainant is satisfied, no further action is necessary.

However if the complainant is not satisfied he/she may appeal within 28 days of receiving the CEO decision, reasons/grounds for the appeal must be stated. And the CEO and Board will hold a meeting within 28 days.

The Chairperson should inform the complainant, in writing, of the findings within 7 days of the meeting. If the complainant is satisfied, no further action is necessary.

If the complainant is not satisfied then he/she is entitled to ask for the matter to be referred to an adjudicator who is independent of the service.

Write to:

Dogs for the Disabled, Summerlea House, Togher Road, Cork T12 E264, Ireland

Telephone (021) 431-6627

Email: info@dogsfordisabled.ie

Registered Charity No. 20067069

Revenue CHY 17821