Handling Feedback and Complaints
The Exchange 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.
The Exchange welcomes both positive and negative feedback. Therefore we aim to ensure that:
1) It is as easy as possible to make a complaint.
2) We treat as a complaint any clear expression of dissatisfaction with our operations, which call 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 Committee Meetings.
Please note: any suspected illegality should be directed immediately to An Garda Siochána and not to The Exchange.
If you have a complaint:
If you do have a complaint about any aspect of our work, you can contact The Chairperson (currently Adrian Grant) in writing or by telephone. In the first instance, your complaint will be dealt with by our Chairperson or designated officer of the committee. 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.
Chairperson, The Exchange
Tel: 074 9362 572
Email: firstname.lastname@example.org with FAO Chairperson of The Exchange in the Subject Line.
The Exchange is run entirely by volunteers and we do not have any paid staff. The Exchange office is open from Monday to Friday from 9.30am to 1.30pm.
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 seven days, and do everything we can to resolve it within twenty-one 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 The Exchange committee c/o the Secretary (using The Exchange address above). The committee will then consider the complaint and provide a response within two weeks.
NB: This complaints procedure does not apply to The Exchange’s volunteers who have a separate grievance and disciplinary policy.