Customer Care-Handling Feedback and Complaints
Seal Rescue Ireland (SRI) values and welcomes both positive and negative feedback. Feedback allows us to ensure the quality of our services, communications and interactions with the public are of the highest possible standard.
SRI is committed to ensuring respectful, fair and confidential complaint handling and to resolving complaints as quickly as possible.
Feedback
We welcome all feedback. You can contact SRI in writing, by email or by telephone. Please provide as much information as possible and let us know how you would like us to respond to you.
Please write to:
Community Engagement Manager
Seal Rescue Ireland
Courtown Harbour
Co. Wexford
Tel: 053 942 4980 Office Hours: 9.00-17.00
Email: events@sealrescueireland.org
Complaints
We treat as a complaint any clear expression of dissatisfaction or grievance by a member of the public in relation to the quality of our service or in relation to a member of staff.
Complaints Procedure
If you complain in person or over the phone, we will try to resolve the issue there and then. If we cannot resolve the issue over the phone we will provide you with details of how to submit your complaint in writing.
Complaints must be made by email or in writing should be submitted within 28 working days of the date of the alleged incident. All complaints are recorded at the time they are received in writing. We will acknowledge your complaint within 7 days of receipt. We will endeavor to resolve the issue within 28 days of acknowledgement of receipt.
Details of all communication with the complainant and any action taken to resolve the complaint will be recorded. Complainant’s personal details and particulars of their complaint will be treated in strict confidence.
If we are unable to resolve the issue within this period, we will provide an explanation and set a new deadline.
Anonymous complaints or complaints made by a third party will not be considered.
In the first instance, your complaint will be dealt with by our Community Engagement Manager. 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.
Community Engagement Manager
Seal Rescue Ireland
Courtown Harbour
Co. Wexford
Tel: 053 942 4980 Office Hours: 9.00-17.00
Email: events@sealrescueireland.org
If a complaint is not resolved:
If the complaint cannot be resolved by the above process, it will be referred to the Executive Director (ED) of SRI and both parties will be informed. The ED will review the complaint and may appoint an independent person to assist, if required. The ED will make the final determination on the complaint and this will be communicated to all parties involved.
If you are not happy with our response, you can get in touch again by writing to the SRI Chairperson. The Chairperson will ensure that your appeal is considered by the Board of Directors and will respond within four week of the appeal having been considered by the Board members.
Review of Complaints Handling Procedure
SRI is committed to continuous improvement and this policy will be reviewed regularly.
