ADAPT KERRY LIMITED
OUR POLICY ON HANDLING FEEDBACK AND COMPLAINTS REGARDING OUR FUNDRAISING
ADAPT Kerry Limited 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.
ADAPT Kerry Limited 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 of Directors meetings.
If you have Feedback or a Complaint – Step One:
If you do have a complaint about any aspect of our Fundraising, you can contact our Fundraising Coordinator at ADAPT Kerry Limited in writing or by telephone.
In the first instance, your complaint will be dealt with by our Fundraising Coordinator
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.
Please write to:
Ms. Helena Slattery, Fundraising Coordinator
ADAPT Kerry Limited, ADAPT Kerry Charity Shop
Matt Talbot Road, Tralee, County Kerry, Ireland
Tel: +353 66 7120643
Office hours are: Monday – Friday: 9.00 a.m. – 5.00 p.m.
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 Your Complaint is not Resolved?
If you are not happy with our response, you may get in touch again by writing to our Chairperson. The Chairperson will ensure that your appeal is considered at Board
level and will respond within two weeks of this consideration by our Board members.
If you have Feedback or a Complaint – Step Two
Ideally in the first instance you should address your complaint to ADAPT Kerry Limited as outlined above.
You may however at any stage make your complaint in writing to the Monitoring Group who oversees Charities’ compliance with the Statement of Guiding Principles for Fundraising.
Please Write to:
The Chair, Monitoring Group
ICTR, 85 Merrion Square South, Dublin 2
What Happens Next?
You will receive confirmation of receipt of your complaint.
The Monitoring Group will consider complaints and will respond according to its own procedures.
This complaints procedure does not apply to ADAPT Kerry Limited’s staff or agents.