Millbrae, Carndonagh, Co Donegal F93 WY07

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Contact Spraoi agus Spórt

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Comments and Complaints Policy

Date of approval: 11/09/2023. Next review date: September 2026.

Spraoi agus Spórt 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.

Complaints/comments may be general in nature, refer to a member of staff or services provided by Spraoi agus Spórt. It is the objective of Spraoi agus Spórt to deal with complaints/comments informally and avoid a formal complaint process. Spraoi agus Spórt welcomes both positive and negative feedback.

Therefore, we aim to ensure that:

  • It is as easy as possible to make a complaint/comment.
  • 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, email, text message, via social media 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/comments, use them to improve, and monitor them at management and Board level.

Communication

The Comments & Complaints Policy must be easily accessible to all service users of Spraoi agus Spórt and therefore will be published on the company website. This policy will also be available by request to management of Spraoi agus Spórt Receiving a Complaint:

  • Complaints may be received by phone, in person, email, letter, social media and/or text message.
  • All complaints are accepted irrespective of the nature or person(s) involved in making the complaint.
  • All complaints will be dealt with in a fair and equal approach.
  • It is the goal of Spraoi agus Spórt to ensure there are no negative impacts on the person or child making a complaint.
  • The complaint may be raised by the person directly involved or on behalf of the person involved in the complaint. An individual raising a complaint for another person must receive full consent prior to lodging the complaint.

How to submit a complaint

If you do have a complaint about any aspect of our work, you can contact the Spraoi agus Spórt Manager in writing or by telephone via following contact details.

Email: info@spraoiagussport.ie  FAO: The Manager

By post: The Manager, Spraoi agus Spórt, Unit 7 Supervalu, Carndonagh, Co. Donegal. F93 AY6D

By phone: 074 93 73303

Please provide us with as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

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Resolving a complaint

Informal Complaint

If you complain in person or over the phone, we will try to resolve the issue there and then. In some instances, dependent on the nature of the complaint, the Manager may require further time in order to investigate the issue to respond comprehensively. In this instance, the Manager will advise you of a realistic timeframe in which they can respond to your complaint.

Formal Complaint

If your complaint is submitted by email or in writing, we will acknowledge receipt your complaint within 7 days. Your complaint will be investigated in full and we will endeavour to respond to your complaint, in writing, within 21 days. If this timeframe is not feasible, we will contact you to advise of updated deadline.

Escalation of a Complaint

Stage 1:

If you are dissatisfied with the resolution/response received from the Manager you can escalate your complaint, in writing to the CEO via following contact details:

Email: info@spraoiagussport.ie (FAO: CEO)

By post: The CEO, Spraoi agus Spórt, Unit 7 Supervalu, Carndonagh, Co. Donegal. F93 AY6D

By phone: 074 93 73303

Should your initial complaint be in relation to the Manager, you can submit your complaint by phone, email or in writing to above mentioned contact details for the attention of the CEO. The CEO will acknowledge receipt of your complaint within 7 days. Your complaint, and response received, will be investigated in full and we will endeavour to respond to your complaint, in writing, within 21 days. If this timeframe is not feasible, we will contact you to advise of updated deadline.

Stage 2:

If, after receiving your response from the CEO, you continue to feel your complaint remains unresolved/response is unsatisfactory, and wish to escalate further, you can request a review of your complaint by the Chairperson of the Board by submitting your complaint, in writing to:

Email: info@spraoiagussport.ie FAO: Chairperson

By post: The Chairperson, Spraoi agus Spórt, Unit 7 Supervalu, Carndonagh, Co. Donegal. F93 AY6D

The Chairperson will acknowledge receipt of your complaint within 7 days. Your complaint, and responses received, will be investigated in full and we will endeavour to respond to your complaint, in writing, within 21 days. If this timeframe is not feasible, we will contact you to advise of updated deadline.

Comments/Complaints outside Spraoi agus Spórt Scope

From time to time a comment/complaint may arise which falls outside of the scope of Spraoi agus Spórt services. The decision may be taken to inform relevant authorities in compliance with the relevant Safeguarding Statement.

Retention of Data

All details including meetings, emails, and conversations in relation to the complaint must be kept and filed in accordance with the record keeping policy.

Implementation

Management are responsible for the implementation of policies and procedures. The Board, management, staff, students, volunteers and parents, guardians should observe all policy and procedural practices.

Breach of the Policy

Purposeful non-observation of policies and procedures of the service will be addressed by management. In the case of staff, this may be in the context of the Disciplinary Policy of the company.

Policy Review

Reviews to policies, procedures and statements will be carried out considering changing regulations or legislation, experience, or changing circumstances of the company. A standard review of the policy will take at least every three years.