Feedback and Complaints Policy
Introduction
PKU Association of Ireland is committed to providing high-quality services and acting with transparency, respect, and accountability. We welcome all feedback - positive and negative - as it helps us to improve our work.
We recognise the right of anyone interacting with our charity - including service users, members of the public, partners, and volunteers - to provide feedback or make a complaint.
Scope
This policy applies to:
- Anyone who interacts with or is affected by our services
- Any concerns relating to our conduct, services, or communications
This policy does
not apply to:
- Internal employment grievances (handled under a separate staff grievance procedure)
- Anonymous complaints (though we may consider them at our discretion)
Principles
Our complaints handling will be:
- Accessible – Simple to understand and easy to access
- Fair – Treated with respect and without prejudice
- Timely – Acknowledged quickly and resolved as soon as possible
- Confidential – Kept private and handled with sensitivity
- Documented – Recorded appropriately for governance and learning
How to Provide Feedback or Make a Complaint
Feedback and complaints can be made in any of the following ways:
- In person at an event or meeting
- By email: info@pku.ie
- By post: 9 Kelly Bay Rocks, Skerries, Co Dublin
- Through our website: https://pku.ie/contact-us/
You should include:
- Your name and contact details
- Details of your feedback or complaint
- Any supporting information or evidence
What Happens Next?
Stage 1 – Informal Resolution
Where possible, we will try to resolve your issue informally at first contact.
- We aim to acknowledge receipt within 5 working days
- We will respond or propose a solution within 10 working days
If you are not satisfied, you can request that the issue be reviewed formally.
Stage 2 – Formal Complaint Review
- The complaint will be reviewed by the Chairperson or a designated trustee not involved in the matter.
- You will receive an acknowledgment within 5 working days
- A written response will be issued within 20 working days, unless further time is needed (you will be informed if so)
Stage 3 – External Referral
If you remain dissatisfied after the charity’s response, you may escalate your complaint to the
Charities Regulator, where appropriate.
Website:
www.charitiesregulator.ie
Note: The Charities Regulator will only act on serious matters involving breach of charity law or governance concerns.
Recording and Reporting
All complaints will be logged and reviewed regularly by the board of trustees to identify patterns, learning opportunities, and improvements. An anonymised report may be included in the annual report to demonstrate transparency and accountability.
Review
This policy will be reviewed every
2 years, or sooner if required by changes in legislation or regulation.
