Feedback and complaints handling policy regarding fundraising
The SCOOP Foundation 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 SCOOP Foundation 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: letter, 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.
To make a complaint:
If you have a complaint in respect of our fundraising activities, in the first instance please contact our Fundraising Coordinator, Calvin Sweeney, at firstname.lastname@example.org or at The SCOOP Foundation, 50 St. James’s Court, Mount Brown, Dublin 8.
Please give us as much information as possible and let us know how would you like us to respond to you, providing relevant contact details. We will acknowledge your complaint within 7 days and do everything we can to resolve it within 21 days. If it is not possible, we will explain why and provide a new deadline.
If you are not happy with our response you may get in touch with us again by writing to the CEO of SCOOP, Andrew Sweeney at email@example.com or at The SCOOP Foundation, 50 St. James’s Court, Mount Brown, Dublin 8.
Please provide us with as much information on the issue as possible and attach all previous correspondence with SCOOP. The CEO will bring your complaint to the attention of the Board of Directors, which will consider the problem and respond within 21 days.
Final recourse – complaint to the Charities Regulator
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 your concern, please visit Charities Regulator’s website https://www.charitiesregulator.ie/en/contact-us.