Fundraising Complaints

30 May 2014
print version share on facebook

Epilepsy Ireland
Fundraising Feedback and Complaints Procedure


Epilepsy Ireland is very grateful for the generosity of supporters and the general public. As a valued supporter of our work, we know it is important that we facilitate any feedback or complaints that you may have about any aspect of our fundraising and endeavour to do our utmost to make sure that we come to a satisfactory solution.

Epilepsy Ireland is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve. We welcome both positive and negative feedback about our fundraising work.

Therefore we aim to ensure that:

  • It is as easy as possible to make a complaint and to give feedback
  • 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 and use them to improve

If you have a fundraising complaint:

If you have a complaint about any aspect of our fundraising work, you can contact:

The Fundraising Dept
Epilepsy Ireland
249 Crumlin Road
Dublin 12
Phone: (01) 4557500

In the first instance, your complaint will be dealt with by the Fundraising Manager Michael Carty. 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.

Our office is open Monday to Friday excluding bank Holidays from 9.00am to 5.00pm.

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 15 working 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 Epilepsy Ireland's Chief Executive Officer. The Chief Executive will ensure that your appeal is considered at Board level and will respond within 4 weeks of this consideration by the Board. You will be notified of the date of the next Board meeting and a subsequent reply.

What if the complaint is still not resolved?

In the first instance you should address your fundraising complaint to Epilepsy Ireland as outlined above. You may however at any stage make your complaint in writing to the Monitoring Group who oversee compliance with the Statement of Guiding Principles for Fundraising. Should you make a complaint to the Monitoring Group, you will receive confirmation of receipt of your complaint within a specified number of days. The Monitoring Group will consider complaints and will respond according to its own procedures.

Please see for further details of The Monitoring Group for the Statement of Guiding Principles for Fundraising.

Epilepsy Ireland is committed to meeting the standards outlined the Statement of Guiding Principles for Fundraising.

Updated: May 2014

web design by ionic