Complaints Policy

CROÍ COMPLAINTS PROCEDURE

In line with our values, Croi’s strength lies in connecting with everyone professionally, with warmth and empathy. We endeavor to behave with integrity and respect with all our stakeholders. Croi is committed to ensuring that our interactions and communications are of the highest standard and we welcome both positive and negative feedback

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 will treat every complaint seriously, whether made by telephone, letter, email or in person.
  • We will deal with any complaint quickly and politely.
  • We will respond accordingly depending on the complaint, investigation and outcome.
  • We learn from complaints, use them to improve, and monitor them at Board level.

Croi has adopted and adheres to both the Statement of Guiding Principles for Fundraising and the CharitiesGovernance Code in Ireland as well as adhering to data protection laws. If you have a complaint regarding a communication you have received, please follow our complaints procedure.

What to do if you have a complaint

If you do have a complaint about any aspect of our work, you can contact Croí in writing by post or email. In the first instance, your complaint will be forwarded to our Chief Executive and normally will then be assigned to the relevant department head for response. Please let us know how you would like us to respond, providing relevant contact details.

Write to:

Chief Executive Officer
Croí,

Croí House

Moyola Lane

Newcastle

Galway, H91FF68

or

Email: info@croí.ie  – please put ‘Complaint’ in the subject line

What happens next?

We will acknowledge your complaint within 3 working days and do everything we can to resolve it within 12 working days. If this is not possible, we will explain why and provide you with a new deadline.

What if the complaint is not resolved?

If you are not satisfied with our response, you may refer the matter to the Chief Executive.  If your complaint is still not satisfactorily resolved, you may write to the Chairperson of Croí. The Chairperson will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.

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