Feedback & Complaints
Church in Chains is committed to ensuring that all our communications and dealings with the general public, our supporters and volunteers are of the highest possible standard. We listen and respond to their views so that we can continue to improve. We welcome 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 that calls for a response.
- We treat a complaint seriously whether it is made by telephone, in writing or in person.
- We deal with complaints quickly and politely.
- We respond accordingly – for example, with an explanation or an apology when we have got things wrong, and with information on any action taken.
- We welcome feedback and complaints and use them to improve.
If you have feedback or a complaint
If you have a complaint about any aspect of our work, you can contact us by writing or telephone. Please let us know how you would like us to respond, providing relevant contact details. Write to:
David Turner, Director
Church in Chains
PO Box 10447
Telephone: (01) 2825393
Our office hours are Monday – Friday 9.00 am to 5.30 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 seven 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 a complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to the Church in Chains’ Chairperson, at the address above. The Chairperson will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
Church in Chains Donor Charter
Church in Chains aims to comply with the ICTR (Irish Charities Tax Reform) Statement of Guiding Principles for Fundraising.
- We pledge to treat all our donors with respect, care, honesty and openness.
- We will inform donors of the organisation’s mission, and of the way the organisation intends to use donated resources.
- We will inform of the identity of those serving on the organisation’s governing board, and that the board will exercise prudent judgement in its stewardship responsibilities.
- We will prepare externally audited accounts. The accounts are always available on the Finance page of our website.
- We use your gifts for the purposes for which they were given.
- We will send prompt acknowledgement of donations.
- We will respect the right to privacy of our donors and will comply with the laws relating to fundraising and the use of personal data.
- Staff and volunteers representing the charity will observe the highest professional standards.
- Any queries and complaints will be dealt with promptly, courteously and effectively.
- We will remove your name from our database on your request.
- Our database will not be shared with any other organisation.
- We will give prompt, truthful and forthright answers to questions you might have of the organisation.
- We commit to being accountable and transparent in our fundraising activities.
Volunteers are an essential, unique and invaluable part of our organisation, complementing and supporting the work of our staff.
This policy is designed to outline what volunteers can expect from us and what we can expect of them. In adopting it, Church in Chains is trying to encourage best practice in volunteer management. It is not a contract, but rather an outline of how we aspire to work together.
- Anyone who is committed to the values of the organisation is eligible to apply to become a volunteer
- We always provide an accurate description of the tasks that we expect volunteers to undertake
- We talk to potential volunteers to decide if we are right for each other
- We reserve the right to not select someone as a volunteer
- We respect volunteers’ right to privacy and confidentiality
- We provide insurance to cover volunteers’ activities
- We thank our volunteers on an ongoing basis for their contribution
- We provide references for current and former volunteers on request
We expect volunteers to adhere to the policies and procedures of our organisation (this includes maintaining the confidentiality of all privileged information to which they are exposed while volunteering)
If problems arise
- We aim to act quickly and fairly if difficulties arise
- We urge volunteers who have any sort of problem to contact their supervisor at the earliest opportunity
- If the supervisor is the source of the problem or cannot resolve the issue, the volunteer should contact the chairperson
- We reserve the right to ask volunteers to step down if they do not adhere to the organisation’s rules or fail to perform their volunteer assignments satisfactorily.