Handling Feedback and Complaints

Vita 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.

Vita welcomes both positive and negative feedback. 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 take etc;
  • We learn from complaints, use them to improve, and monitor them at Board level.

If you have feedback or a complaint: Step One:

If you do have a complaint about any aspect of our work, you can contact Thomas Caffrey Osvald in writing or by telephone.

In the first instance, your complaint will be dealt with by our ICTR Statement Champion, Thomas Caffrey Osvald. 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.

Write to:

Thomas Caffrey Osvald

ICTR Champion, Vita,

Equity House, 16-17 Upper Ormond Quay,

Dublin 7,

Ireland

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 7 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 Vita Board sponsors of the Statement, Maureen O’Dea or Ciara Feehely. They will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.

If you have feedback or a complaint- Step Two:

Ideally in the first instance you should address your complaint to the organisation as outlined above. You may however at any stage make your complaint in writing to the Monitoring Group who oversee charities compliance with the Statement of Guiding Principles for Fundraising.

Write to:

The Chair,

Monitoring Group,

ICTR,

85 Merrion Square South,

Dublin 2,

Ireland

 

Please note, the complaints procedure does not apply to Vita’s staff or agents.