The Irish Red Cross 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 you, our supporters, so that we can continue to improve.
At the Irish Red Cross we welcome 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
Step One
If you do have a complaint about any aspect of our work, you can contact the Irish Red Cross in writing or by telephone.
In the first instance, your complaint will be dealt with by our Secretary General or the Head of Communications. Please give us as much information as possible and let us know how you would like us to respond to you, providing your relevant contact details.
Write to:
The Chairman
Communications Department
Irish Red Cross
16 Merrion Square
Dublin 2
Email: Complaints@redcross.ie
Phone: 01 6424600 / 1850 50 70 70
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 Irish Red Cross’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.
Write to:
The Chairman
Communications Department
Irish Red Cross
16 Merrion Square
Dublin 2
Email: Complaints@redcross.ie
Step Two
Monitoring Group
Ideally we’d love the chance to address your complaint directly ourselves. If however you prefer, 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.
Write to:
ICTR
monitoring Group
10 Grattan Crescent
Inchicore
Dublin 8
Tel: (01) 453 1861
Fax: (01) 453 1862
Email: ictr@ictr.ie
Web: www.ict
What happens next?
You will receive confirmation of receipt of your complaint from the ICTR Monitoring Group. The Monitoring Group will consider complaints and will respond according to its own procedures.