Cork ARC Cancer Support House 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.
At Cork ARC Cancer Support House, we welcome all feedback and 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 Meetings.
If you have feedback or a complaint
If you do have a complaint about any aspect of our work, you can contact our Head of Fundraising / Corporate Affairs in writing or by telephone. In the first instance, your complaint will be dealt with by our Head of Fundraising / Corporate Affairs. 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.
Head of Fundraising / Corporate Affairs
Cork ARC Cancer Support House
O’Donovan Rossa Road
Tel: 021 4275050
We are open 5 days a week from 9.30 am to 4.30 pm, except Friday when we close at 3.00 pm.
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 the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to Cork ARC Cancer Support House’s Chairman. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
Ideally in the first instance you should address your complaint to the organisation as outlined above. You may however at any stage make your complaint in writing to the Monitoring Group who oversee charities compliance with the Statement of Guiding Principles for Fundraising.
Write to: The Chair
Irish Charities Tax Reform Group (ICTRG)
10 Grattan Crescent
T: 01 400 2100
What happens next?
The Monitoring Group will consider complaints and will respond according to its own procedures. This complaints procedure does not apply to Cork ARC Cancer Support House’s staff or agents.