Complaints Procedure

 

My Canine Companion Complaints Procedure

We are very grateful for the kindness of all our donors volunteers and the public.  We are open in our communications with the public, and we aim to continue to achieve the highest standards in all our practices. We listen and responds to the opinions and feedback both positive and negative of the general public and our supporters so that we can continue to improve in this regard.

We will ensure that

  • It is as easy as possible to make a complaint.
  • We treat complaints seriously whether made by telephone, letter, email or in person.
  • We deal with it quickly and politely.
  • We respond appropriately to the situation, and with respect to opinions.
  • We learn from complaints and ensure we use any learnings to help us improve.
  • We monitor all complaints at management level and report annually to the Board.

We will register all complaints in a complaints register.

A complaint should include:

  • What happened and when?
  • What are you concerned about?
  • What do you want to happen now?

In the first instance, your feedback or complaint will be dealt with by a staff member who will endeavour to resolve the issue, or forward it to the most appropriate person to respond. 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.

If you pass on feedback or complain in person or over the phone, we will try to resolve the issue there and then. If we cannot deal with your complaint over the phone we undertake to respond to you within 10 working days, and do everything we can to resolve it within 28 working days.

If you contact us by email or in writing we will respond within a period of 10 working days, and do everything we can to resolve it within 28 working days.

If we cannot resolve your complaint within 28 working days, we will explain why and provide a new deadline.

If you are not happy with our response, please let us know and your complaint will be forwarded to the Chief Executive. The Chief Executive will ensure that your appeal is considered at the highest level and will respond within 4 weeks of this consideration.

If we cannot respond within the 4 weeks, we will explain why and provide a new deadline.

If you are not happy with the response from our Chief Executive, you may get in touch again by writing to our Chairman. The Chairman will ensure that your appeal is considered and will respond within 4 weeks of consideration.

If we cannot respond within the 4 weeks, we will explain why and provide a new deadline.

Contact Details for complaints are:

Phone: 0214530536

By email: info@mycaniencomapnion.ie

In writing to: My Canine Companion, Unit 1 Breffni Court, Watercourse Road Cork