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UCD Volunteers Overseas

Handling Feedback and Complaints

UCD Volunteers Overseas 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.

UCDVO 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 taken etc;
• we learn from complaints, use them to improve, and monitor them at our Board.


If you have feedback or a complaint - Step One


If you do have a complaint about any aspect of our work, you can contact UCDVO Manager, Caroline O’Connor in writing or by telephone.
In the first instance, your complaint will be dealt with by our manager. 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:
Ms Caroline O’Connor
UCD Volunteers Overseas
UCD International,
Gerard Manley Hopkins Centre,
University College Dublin,
Belfield, Dublin 4.

Tel: +353 1 7168570
Email: caroline@ucdvo.org
We are open 5 days a week from 9.30 am to 5.30 pm, and closed between 1.00 pm and 2.00 pm each day.
 
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 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 UCDVO’s Chairperson, Professor Frank Monahan. The Chairperson 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
As signatories to the ICTR Statement of Guiding Principles for Fundraising, if you are unhappy with how we propose to resolve your complaint you can refer 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
[to be supplied upon establishment]
T:
E: info@
W: www.

What happens next?
You will receive confirmation of receipt of your complaint within (specify) number of days. The Monitoring Group will consider complaints and will respond according to its own procedures (this section will be updated when the Monitoring Group has been set up and has developed its procedures).
This complaints procedure relates only to fundraising related matters.