Feedback and Complaints


Feedback & Complaints in relation to Donations and Fundraising activities
 
Western Care Association is very grateful to the public and those that support us, financially and otherwise. We are committed to achieving the highest standards in fundraising practice, and we will listen and respond to the views of the public, members of the organisation and staff, and our supporters, so that we can continue to improve our practice. Western Care Association welcomes both positive and negative feedback in relation to our fundraising activities.
 
In relation to feedback and complaints, we aim to ensure that:

·                     It is as easy as possible to give feedback or make a complaint.

·                     We treat all complaints seriously.

·                     We attend to feedback and complaints in a responsive and speedy manner.

·                     We will respond with clear explanation, and any appropriate necessary action to deal with issues raised.

You can give feedback or make a complaint by:
 
 
·             By writing to James Rocke, Financial  Controller, Western Care Association, John Moore Road, Castlebar, Co. Mayo.   

·                       By email to jrocke@westerncare.com

·                       By telephone to our offices at +353 (0)949025133

Complaints

In general, any person with an issue or concern around fundraising or donations should discuss this with the person they are dealing with in the organisation in the first instance. Most issues can be resolved informally in this way.

Where it is not possible or appropriate to deal with your issue in this way, you should set out your complaint, and refer it to James Rocke, Financial Controller, contact details above. The issue raised will be discussed with the relevant person dealing with this within Western Care Association, and following this a response will issue to you. This should be done within seven days in normal circumstances, and if further time is required to gather information to deal with the matter, this will be communicated to you.

If you are dissatisfied with the response you receive, and feel that your complaint has not been resolved satisfactorily, you can refer your complaint to Tom Hughes, Head of Evaluation & Training, Western Care Association, John Moore Road, Castlebar, Co Mayo, thughes@westerncare.com, who will investigate your complaint fully and endeavour to resolve it. This process should normally be completed within 10 days.