Complaints Policy
HopeSpace CLG is committed to upholding high standards and ensuring that all our dealings with the public, those who use our services, donors, friends and supporters are of the highest possible standard. We listen and respond to the views expressed to us so that we can continue to improve the services we provide. HopeSpace CLG welcomes all feedback, whether positive or negative. If anyone is unhappy with any part of our service, we like to know about it as soon as possible in order to resolve the situation quickly and respond accordingly e.g. with an explanation and/or apology where appropriate and pledge to take corrective action. Complaints are treated seriously and confidentially. We do not consider anonymous complaints.
Aims of Complaints Procedure
To enable a complaint to be investigated in a fair manner
To determine whether a breach of the HopeSpace CLG standards has taken place and whether any action needs to be taken
To enable complaints to be resolved as speedily as possible
To learn from feedback to improve how we do things
Complaints are monitored by the Board of Trustees. If you have feedback or a complaint about any aspect of what we do, please contact the Chair of the Board of Trustees by email at info@hopespace.ie in the first instance. Please give as much information as possible about the subject matter and let us know how you would like us to respond to you, providing relevant contact details.
Please let us know if you would like to meet in person so we can ensure that the appropriate person/s is available to meet you.
If you make a complaint, we try to resolve the issue there and then. If you make a complaint by email, we acknowledge your complaint within seven days and do everything we can to resolve it within 21 days. If this is not possible, we explain why and provide a new deadline.
If the complaint is not resolved?
If you are not satisfied with the response to your complaint, you may ask the Board to appoint an independent party to consider it.