Complaints

Complaints

Formal complaints can be made either directly from the complainant or via someone acting on their behalf. To make a complaint, please contact us in one of the following ways. 

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General complaints

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For general complaints, the following channels monitored by the Head Office Complaints Management Group should be used:

  • Post: postmarked “Private & Confidential” to HO Complaints Management Group, Concern Worldwide, 52-55 Lower Camden Street, Dublin 2, Ireland
  • Email: [email protected]
  • Telephone: + 353 1 417 8085 during official office hours and requesting to speak to the Complaints Management Group. The phone is staffed between 10 a.m. and 4 p.m. (Irish time) Monday to Friday. A voice mail/answering phone facility will be available outside of these hours.
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Fundraising complaints

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Fraud and whistleblowing complaints

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Safeguarding complaints

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Complaints and response process

We are committed to providing our stakeholders with safe, accessible and effective channels to exercise their right to raise complaints about the work and behaviour of staff from Concern and our partner organisations. We will seek to ensure that appropriate action is taken in relation to these complaints, and that feedback is given to all complainants.

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Definition of a complaint

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A complaint is an expression of dissatisfaction with a service, action, or behaviour on the part of Concern or any of its programme partner organisations. A valid complaint is one about actions for which Concern and/or our programme partners are responsible, and must be both relevant to and within the control of Concern and/or the partner organisation. Both Concern and its partners should be held accountable for the promises and the commitments we make, what we do, and how we do it.

Concern cannot respond to a complaint about:

  • Other organisations (except Concern partners)
  • Issues not related to our programmes
  • Local or national government, local authorities, etc.
  • Individual request for support outside of our programme activities.

For these types of complaints, we should, in so far as we reasonably can, assist the complainant to make a safe referral to the appropriate body. 

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Who can make a complaint?

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Confidentiality

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What happens after the complaint is made?

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What happens if the complainant is unhappy with our response?

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Situations where Concern will stop responding to a complaint

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