Feedback & Complaints Policy

Social Entrepreneurs Ireland is committed to ensuring that all our communications and interactions with social entrepreneurs, 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. Social Entrepreneurs Ireland welcomes both positive and negative feedback. Therefore we aim to ensure that:

  • it is as easy as possible to make a complaint;
  • we treat any clear expression of dissatisfaction with our operations which calls for a response as a complaint;
  • we treat it seriously whether it is made by telephone, letter, and email.
  • 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 and
  • we learn from complaints, use them to improve, and monitor them at Board level.

Step 1 – If you have feedback or a complaint

If you do have feedback, comment or a complaint about any aspect of our work, you can contact our office in writing or by telephone. In the first instance, your comment will be dealt with by our Operations Manager. Please provide us with as much information as possible and let us know how you would like us to respond, providing relevant contact details.

If you complain in person or over the phone, we will try to resolve the issues 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.

Please write to:

Ger Hurley (Operations Advisor)
Lower Ground Floor,
11/ 12 Warrington Place,
Dublin 2
Tel: +353 (0) 1 685 3191
Email: ger@socialentrepreneurs.ie

Step 2 – What happens if the complaint is not resolved to your satisfaction?

If you are not happy with our response, you may get in touch again by writing to the CEO of Social Entrepreneurs Ireland, Tim Griffiths. Your complaint will be acknowledged within 7 days. We will do everything we can to put things right and will review our procedures where necessary to stop problems from happening again.

If you are still not satisfied with the outcome, you may get in touch again by writing to the Chair of Social Entrepreneurs Ireland, Tommy Breen. The Chair will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.

Please note, our office works 5 days a week, Monday – Friday from 9.00am to 17.30pm