Complaints Policy

Complaints Policy

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1. Introduction

At Terenure Enterprise Centre, we aim to provide the best possible service to everyone we work with. We take complaints seriously and see them as an opportunity to learn, improve, and make things right.

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This policy explains how you can make a complaint and how we will handle it.

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2. What is a Complaint?

Any expression of dissatisfaction or unhappiness experienced in dealings with Terenure Enterprise Centre.

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3. Who This Policy Covers

This policy is for anyone who comes into contact with Terenure Enterprise Centre – including service users, funders, volunteers, community members, and other stakeholders.

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4. Our Commitment

We will listen to your complaint carefully.

We will treat your complaint seriously, respectfully, and fairly.

We will try to resolve your complaint quickly.

We will learn from complaints to improve our work.

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5. How to Make a Complaint

You can make a complaint by:

Talking to a member of staff or the CEO.

Sending an email to: wearelistening@terenure-enterprise.ie

Writing to: The CEO, Terenure Enterprise Centre, 17 Rathfarnham Road, Terenure, Dublin, D6W X921.

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If the complaint is about the CEO write to: The Chairperson at the address stated above.

Alternatively, you can scan any of our QR codes located throughout the building and complete the form or we can provide you with a hard copy complaints form for you to complete.

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Please include:

Your name and contact details.

What happened and when.

How you would like us to resolve the problem (if you have a suggestion).

You can make a complaint anonymously, but it may limit our ability to respond fully.

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6. What Happens Next

We will acknowledge your complaint within 5 working days.

The complaint details are recorded in our internal complaints log.

We will investigate the complaint fairly and as quickly as possible.

We aim to respond fully within 20 working days.

If the matter is complicated and we need more time, we will let you know and keep you updated.

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7. Who Handles Complaints

In most cases, the CEO or a senior staff member will deal with your complaint.

If your complaint is about the CEO, it will be referred to the Chairperson of the Board.

The Board of Directors oversees serious complaints or those involving the leadership team.

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8. If You Are Not Happy with the Outcome

If you are unhappy with our response, you can ask for a review. This review will be carried out by a member of the Board who was not involved in the original investigation.

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Their decision will be final within the organisation.

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9. Learning from Complaints

We record all complaints (keeping personal information confidential) and review them regularly to help improve our services and governance.

The CEO will notify the board of all complaints received in their bi-monthly report.

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10. Confidentiality

All complaints will be handled sensitively and in line with our Data Protection Policy. Information will only be shared with people who need to know in order to deal with the complaint. Details of the complaint including the complainant’s details will be retained on our internal file for a period of 7 years.

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11. Adopted by the Board

5th June 2025

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12. Review of this Policy

This policy will be reviewed every two years by the Board of Directors, or sooner if needed.