Feedback and Complaints Procedure

Fighting Blindness 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.

Fighting Blindness 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 Board level when required.

 

What to do if you have feedback or a complaint

Step 1: Contact the Fighting Blindness Office

If you do have a complaint about any aspect of our work you can contact Fighting Blindness in writing or by telephone. 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.

Anna Moran, Head of Operations

Fighting Blindness, 3rd Floor, 7 Ely Place, Dublin 2

Tel: 01 6789 004

Email: anna.moran@fightingblindness.ie

Our office is open Monday to Friday from 9am to 5pm.

If you complain in person or over the phone, we will try to resolve the issue there and then. If this is not possible we will arrange a time with you to be back in touch to resolve the issue. Similarly, if you complain by email or in writing we will always acknowledge your complaint within five working days, and do everything we can to resolve it within 14 working days. If this is not possible, we will explain why and provide a new deadline.

Step 2: Contact the Chief Executive Officer

If you are not happy with our response, you may get in touch again by writing to the Fighting Blindness Chief Executive Officer. The CEO will ensure your appeal is considered at Board level and will respond to you within two weeks of this consideration by Board members. You will be notified of the next Board meeting and a subsequent reply.

Step 3: Contact the Monitoring Group*

If you feel that you are not satisfied we can direct you to an independent Monitoring Group who oversee charities compliance with the Statement of Guiding Principles for Fundraising. You can find more information on the Irish Charities Tax Reform website www.ictr.ie

 

This complaints procedure does not apply to Fighting Blindness staff or agents.