As a charity seeking donations from the public, LauraLynn aims to comply with the Statement of Guiding Principles for Fundraising as published by the ICTR.
We are 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.
We welcome 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
We welcome feedback on all aspects of our care. LauraLynn strives to provide the best services in a ‘home away from home environment’ for children and families. We have comment cards at various locations throughout the site and families and staff are encouraged to complete and leave them in the suggestions boxes provided.
If you have a complaint
If you do have a complaint about any aspect of our work, you can contact our Chief Executive, Orla O’Brien, in writing or by providing as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.
Orla O’Brien, Chief Executive, LauraLynn Children’s Hospice, Leopardstown Road, Foxrock, Co. Dublin
Tel: 00 353 (0) 1 2893151, E: email@example.com
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 seven 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 LauraLynn Chairman, David Andrews at the address above. He will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
If you are unhappy with the outcome, you should put your complaint in writing to the Monitoring Group who oversee charities compliance with the Statement of Guiding Principles for Fundraising. These details are available from the
ICTR, 85 Merrion Square South,Dublin 2.
T: + 353 (0) 1 6769908 E: firstname.lastname@example.org
What happens next?
The Monitoring Group will consider complaints and will respond according to its own procedures which will are currently under development and will be available on www.ictr.ie.