Saint John of God | Complaints Procedure
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Complaints Procedure

Complaints

Saint John of God Development Company 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. St. John of God Development Company welcomes both positive and negative feedback.

How to do it

Step One: If you do have a complaint about any aspect of our work, you can contact Susan Knott in our office in writing or by telephone. In the first instance, your complaint will be dealt with by our Chief Executive. 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.

 

Susan Knott

Flavian House,
Stillorgan,
Co Dublin,
Ireland.

Ph: 01 288 22 31

Email: Susan.Knott@sjog.ie

 

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 St. John of God Development Company‘s Chairman. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.

Step Two: Contact the Monitoring Group *

Ideally in the first instance you should address your complaint to Saint John of God Development Company as outlined above.

You may however at any stage make your complaint in writing to the Monitoring Group who oversee charities compliance with the Statement of Guiding Principles for Fundraising.

What happens next? You will receive confirmation of receipt of your complaint within a specified number of days. The Monitoring Group will consider complaints and will respond according to its own procedures.

(This complaints procedure does not apply to Saint John of God Development Company’s staff or agents.)