As a valued supporter of MS Ireland, the board know it is important that we facilitate any feedback or complaints that you may have. If for any reason, you should feel aggrieved then we will endeavour to do our utmost to make sure that we come to a satisfactory resolution. We feel it is important that we learn from our mistakes so your feedback is very important to us.
We are committed to ensuring that all our communications and dealings with the general public and supporters are of the highest possible standard. We listen and respond to your views so that we can continue to improve.
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.
If you do have any feedback or a complaint about any aspect of our work or the conduct of our staff or volunteers, you can contact the Multiple Sclerosis Society by email, post, telephone or in person.
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.
The Complaints Officer
The Multiple Sclerosis Society of Ireland
80 Northumberland Road
Telephone: 01 678 1600
If your complaint is received over the phone we will endeavour to have it resolved there and then (where possible), if it is received by email, fax or post we will acknowledge it within 5 days and do everything to resolve any complaints within 20 working days. If this is not possible, we will explain why and provide a new deadline.
If you are not happy with our response, you may appeal by writing to the CEO of MS Ireland. The CEO will appoint a panel to review your complaint.
Finally, if you feel that you are not satisfied with the manner in which your complaint is handled it is your right to raise a concern with the charity regulator.
MS Ireland strives to provide services to the highest standards. Our complaints procedures are an essential element of client responsiveness. If you are a person in receipt of a direct service from MS Ireland and wish to offer feedback or make a formal complaint please email or write directly to The Complaints Officer, The Multiple Sclerosis Society of Ireland, 80 Northumberland Road, Dublin 4, DO4 T856. Telephone: 086 4613369 or email: firstname.lastname@example.org Please use the reference “SERVICES” on all correspondence and in the subject bar of any emails.
A “complaint” as defined in PART 9 of the Health Act 2004 means any action of the Executive or a service provider that— a) it is claimed, does not accord with fair or sound administrative practice, and (b) adversely affects the person by whom or on whose behalf the complaint is made.