Handling Feedback and Complaints
ActionAid Ireland is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.
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We are open 5 days a week Monday to Friday from 9.00 am to 5.00 pm, and closed between 1.00 pm and 2.00 pm each day.
What happens next?
If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 working days, and do everything we can to resolve it within 21 days. If this is not possible, we will explain why and provide a new deadline.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to the CEO of ActionAid. The CEO will ensure that your appeal is considered at Senior Management level and will respond in writing within two weeks of this consideration. If you are not satisfied with the Senior Management response then you can take your complaint to the Chairperson of the Board in writing who will ensure your appeal is considered at Board level and will respond within two weeks.
This complaints procedure does not apply to ActionAid Ireland’s staff or agents.