Handling Feedback and Complaints

Plan International Ireland 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.

Plan International 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 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

What to do if you have feedback – Step One.

If you do have a complaint about any aspect of our work, you can contact our office in writing or by telephone.

In the first instance, your complaint will be dealt with by our Chief Operations Officer. 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.

Write to: Plan International Ireland, 11 Harrington Street, Dublin 8, D08 EK7D

email: info@plan.ie, Telephone 01 5685861

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 the Chief Executive Officer who will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.

Please mark the envelope “Private and Confidential” and send to Plan International Ireland, 11 Harrington Street, Dublin 8, D08 EK7D

email: info@plan.ie, Telephone 01 5685861

If you have feedback or a complaint – Step Two

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 to the Charities Regulator who oversee charities compliance with the Guidelines for Charitable Organisations on Fundraising from the Public.

If you wish to contact them regarding a concern, you must complete the online concerns form.