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Feedback

Handling Feedback and Complaints

Health Research Charities Ireland (HRCI) 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.

Health Research Charities Ireland welcomes both positive and negative feedback. Therefore, 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 which calls for a response;
  • we treat it seriously whether it is made by telephone, letter, fax, email or in person;
  • we deal with it quickly and politely;
  • we respond accordingly – for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc;
  • we learn from complaints, use them to improve, and monitor them at our Board.

Handling Feedback and Complaints

If you have feedback or a complaint – Step One

If you do have a complaint about any aspect of our work, you can contact Avril Kennan in writing or by telephone.

In the first instance, your complaint will be dealt with by our Chief Executive, Avril Kennan. Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

Contact:

Avril Kennan

Chief Executive

HRCI

Digital Office Centre

12 Camden Row

Dublin 8

avril@hrci.ie

Tel: 01 4793234

We are open 5 days a week 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 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 Health Research Charities Ireland Chairperson, Suzanne McCormack. The Chairperson will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.

Contact:

Suzanne McCormack,

Chairperson

HRCI

Digital Office Centre

12 Camden Row

Dublin 8

suzannemccormack@irishthoracicsociety.com

Tel: 01 5677201

If you have feedback or a complaint – Step Two

Charities Regulatory Authority

Ideally in the first instance you should address your complaint to Health Research Charities Ireland. You may however at any stage make your complaint in writing to the Charities Regulator.

You can contact them at:

Charities Regulator,

3 Georges Dock

IFSC

Dublin 1

D01 X5X0.

Telephone 01 6331500.

www.charitiesregulatoryauthority.ie

What happens next?

The Charities Regulatory Authority will consider complaints and will respond according to its own procedures.

Note: This complaints procedure does not apply to Health Research Charities Ireland staff.

Link to Irish Government websiteLink to Pobal websiteLink to Health Research Board website