Feedback & Complaints
The Fundraising Department in St. Francis Hospice aims to comply with the Statement of Guiding Principles for Fundraising, as published by the Irish Charities Tax Reform Group.
We are 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. Therefore we aim to ensure that:
It is as easy as possible to make complaints.
We treat as a complaint any clear expression of dissatisfaction with our operations that call for a response.
We treat a complaint seriously, whether it is made by telephone, letter, fax, email or in person.
We deal with complaints quickly and politely.
We respond accordingly – for example, with an explanation or an apology when we have got things wrong, and with information on any action taken.
We learn from complaints, use them to improve and monitor them for our Board.
If you have a complaint
If you have a complaint about any aspect of our work, you can contact, in writing or by telephone. Please let us know how you would like us to respond, providing relevant contact details. Write to:
Dee Kinnane
Head of Fundraising
St. Francis Hospice
Station Road
Raheny, Dublin 5.
Tel no: 01 -8327535
Email: info@sfh.ie
We are open five days a week, Monday – Friday, 9.00am to 5pm.
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 seven 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 Chief Executive at the address above, who will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
Commitment to Standards in Fundraising Practice
St. Francis Hospice is fully committed to achieving the standards delineated in the Statement of Guiding Principles for Fundraising.
The Statement exists to:
Improve fundraising practice.
Promote high levels of accountability and transparency by organisations fundraising from the public.
Provide clarity and assurances to donors and prospective donors about the organisations they support.
St. Francis Hospice has considered the Statement and believes it meets the standards it sets out.
St. Francis Hospice’s report on its fundraising is available in our most recent annual report.
We welcome your feedback on our performance; see “Feedback & Complaints” below.
Resolution Regarding the Statement
The Board of Directors of St. Francis Hospice resolves to adopt the Statement of Guiding Principles for Fundraising and confirms that St. Francis Hospice is committed to complying with the Statement and will endeavor to:
Adhere to the core principles of respect, honesty and openness by:
Respecting the rights, dignity and privacy of supporters, clients and beneficiaries
Answering reasonable questions about fundraising activity and fundraising costs honestly
Making information about our purpose, activities and governance available to the public
Demonstrate its commitment to donors by:
Agreeing and making known a Donor’s Charter consistent with the Statement of Guiding Principles for Fundraising containing commitments regarding the causes for which the charity is fundraising, the use of donations and disclosures regarding the status and authority of those soliciting donations
Operating a complaints and feedback procedure
Ensure high standard of fundraising practice by:
Ensuring fundraisers are committed to the highest standards of good practice by providing information and training on the Statement of Guiding Principles for Fundraising
Ensuring that fundraising activities are respectful, honest, open and legal and that images and messages are chosen and used in accordance with the Statement of Guiding Principles for Fundraising
Having a policy in place regarding the management of volunteer fundraisers
Be financially accountable by:
Publishing an annual report and statement of annual accounts, which includes a statement on compliance with the Statement of Guiding Principles for Fundraising
Making sure that there are appropriate internal financial and management controls in place
Making sure that all donations are recorded and that records comply with data protection legislation
