CBM Ireland Fundraising Feedback and Complaints Procedure
CBM Ireland is committed to ensuring that all our communications with our supporters and the general public are of the highest possible standard.
We listen and respond to the views of our supporters and of the general public so that we can continue to improve.
CBM Ireland is grateful for the support we receive from our supporters and welcomes both positive and negative feedback.
As part of our compliance with the guidelines of Fundraising Practice, 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 appropriately with actions taken to rectify the complaint
• we learn from complaints, use them to improve our supporter care, and monitor them at management level.
If you have feedback or a complaint:
Step One – Contact CBM Ireland
If you do have a complaint about any aspect of our work, you can contact CBM Ireland in writing or by telephone.
In the first instance, your complaint will be dealt with by a staff member who will aim to resolve the issue themselves 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.
Write to:
Olivia Keenan
We listen and respond to the views of our supporters and of the general public so that we can continue to improve.
CBM Ireland is grateful for the support we receive from our supporters and welcomes both positive and negative feedback.
As part of our compliance with the guidelines of Fundraising Practice, 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 appropriately with actions taken to rectify the complaint
• we learn from complaints, use them to improve our supporter care, and monitor them at management level.
If you have feedback or a complaint:
Step One – Contact CBM Ireland
If you do have a complaint about any aspect of our work, you can contact CBM Ireland in writing or by telephone.
In the first instance, your complaint will be dealt with by a staff member who will aim to resolve the issue themselves 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.
Write to:
Olivia Keenan
CBM Ireland
176 Ivy Exchange
Granby Place
Dublin 1
Tel: 01 87 30300
Email: oliviak@cbm.ie
Our office is open Monday to Thursday from 9.00 am to 5.00 pm and Friday from 9.00am to 4.30pm.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to CBM Ireland’s Fundraising Manager, Niamh Ferris at niamhferris@cbm.ie or CBM Ireland’s CEO, Sarah O'Toole, at sarahotoole@cbm.ie. The Fundraising Manager or CEO will ensure your appeal is considered at the highest level and will respond to you within two weeks of this consideration.
Email: oliviak@cbm.ie
Our office is open Monday to Thursday from 9.00 am to 5.00 pm and Friday from 9.00am to 4.30pm.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to CBM Ireland’s Fundraising Manager, Niamh Ferris at niamhferris@cbm.ie or CBM Ireland’s CEO, Sarah O'Toole, at sarahotoole@cbm.ie. The Fundraising Manager or CEO will ensure your appeal is considered at the highest level and will respond to you within two weeks of this consideration.
