Complaints and Feedback
Formal complaints can be made either directly from the complainant or via someone acting on their behalf. To make a complaint, please contact us in one of the following ways.
Write to: Aidlink, Terenure Enterprise Centre, 17 Rathfarnham Rd, Terenure, Dublin, D6W X921
Tel: (01) 490 3237 (leave us a message and we’ll get back to you as soon as possible)
Download complaints procedure: Handling complaints and Feedback document
What is a complaint?
A complaint is an expression of dissatisfaction with a service, action or behaviour on the part of Aidlink or any of its programme partner organisations. A valid complaint is one about the actions for which Aidlink and/ or our partners are responsible and must be both relevant to and within the control of Aidlink and /or partner organisations. Both Aidlink and our partner organisations should be held accountable for the promises and the commitment we make, what we do and how we do it. Aidlink cannot respond to a complaint about other organisations, issues not related to our programmes, local or national government, local authorities etc. and individual request for support outside of our programmes.
Relevant Aidlink Documents;
Anti Fraud policy
Child protection policy
Complaints relating to images and messaging
Protect disclosure policy
Who can make a complaint?
All individuals can raise a complaint. We are committed to providing our stakeholders with safe, accessible and effective channels to exercise their right to raise complaints.
Complaints can be made anonymously. All complaints are taken seriously, whether anonymous or not. Confidentially, safety, dignity, respect and natural justice are core principles applied to how we investigate and address such matters, always with the wishes and best interests of the survivor at the centre of our process.
What you should do if you have feedback or a complaint.
- If you do have a complaint about any aspect of our work, you can contact our office by email, mail or telephone (details above).
- 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.
What happens next?
Your complaint or feedback will be dealt with in a professional and confidential manner by a dedicated Aidlink Board member. 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 or emailing Aidlink’s Chairman, we will further provide those contact details. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
You may at any stage make your complaint known to the Charities Regulator who oversee charities compliance https://www.charitiesregulator.ie/en . If you wish to contact them regarding a concern, you must complete the online concern form.