HUGG Complaints Guidelines

HUGG 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.

HUGG welcomes both positive and negative feedback. Therefore, we aim to ensure that:

• it is as easy as possible to make a complaint;
• we treat any complaint as a clear expression of dissatisfaction with our operations which calls for a response;
• we treat it seriously irrespective of the mode of communication by which the complaint is made;
• 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.

What to do if you have feedback?

If you do have a complaint about any aspect of our work, you can contact HUGG in writing or by telephone.

In the first instance, your complaint will be dealt with by our Chief Executive (or other named office holder with sufficient seniority to address the complaint). 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:

Fiona Tuomey,
HUGG,
13 Adelaide Road
Dublin
D02 P950

Tel: +353 1 5134048
Email:  info@hugg.ie

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 the HUGG’s Chairman. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members. Please email chair@hugg.ie

If you have feedback or a complaint – Step Two

Charities Regulator

Ideally, in the first instance, you should address your complaint to the organisation as outlined above. You may however at any stage make your complaint to the Charities Regulator who oversee charities compliance with the Guidelines for Charitable Organisations on Fundraising from the Public.If you wish to contact them regarding a concern, you must complete the online concerns form.