Wexford People Helping People Complaints Policy and Procedure

Wexford People Helping People is committed to the highest standards of practice in all of its dealings with its service users, volunteers, donors and with the public.

We listen and respond to the views of our service users, volunteers, donors and and the general public so that we can continue to improve.

We aim to ensure that:

it is as easy as possible to make a complaint or raise a concern

we treat as a complaint any clear expression of dissatisfaction with our organisation which calls for a response

we treat it seriously whether it is made by telephone, 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 committee meetings.

If you do have a complaint about any aspect of the work of Wexford People Helping People, you can contact Kenny Murphy, Complaints Officer, in writing to Wexford People Helping People, Unit 2, Anne Street, Wexford Town, Wexford or by telephone on 085 218 5597 – alternatively you can email for the attention of Complaints Officer to wexpeoplehelpingpeople@gmail.com

In the first instance, your complaint will be dealt with by our Compliaints Officer (or another office holder with sufficient seniority to address the complaint).

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.

You may however at any stage make your complaint to the Charities Regulator.  If you wish to contact them regarding a concern, you must complete their online concerns form.

How to make a Complaint or give Feedback

Write to: Kenny Murphy, Unit 2, Anne Street, Wexford Town, Wexford. Phone: 085 218 5597
Email: wexpeoplehelpingpeople@gmail.com

Use the Contact Form or Email Us buttons at the bottom of this page.

What should you include in your complaint

Please include your name and relevant contact details, including telephone number and email or address, and your preferred method of communication.

Briefly describe what your complaint is about stating relevant dates and times, if applicable.

Please let us know if you are acting on behalf of someone else

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 5 working 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 Director of Wexford People Helping People

Post: Attn: Claire Malone, Unit 2, Anne Street, Wexford Town, Wexford
Phone – 083 366 4149
Email: wexpeoplehelpingpeople@gmail.com for the attention of Director Query

The Director will acknowledge your ongoing complaint within 5 days, review the response to your complaint and do everything possible to resolve it within 30 days.
In the case that you are not satisfied with that response you may get in touch in writing with the Chairperson of the Board, who will review the response to your complaint and do everything possible to resolve it within 30 days.

You can contact the chairperson in writing or by phone
Post: Lorraine Foley, Unit 2, Anne Street, Wexford Town, Wexford
Phone: 083 326 1827
Email: wexpeoplehelpingpeople@gmail.com for the attention of Chairperson

Learning Lessons

We take your complaints seriously and try to learn from any mistakes we have made. A report on the number and type of complaints made to Wexford People Helping People is shared with the Board on a regular basis.