Capuchin Day Centre Feedback & Complaints

We are grateful for the generosity and kindness of our supporters and the public. We are dedicated to living up to our values of respect and dignity, strong governance and guest-focus and we are committed to upholding an honest and transparent reputation. As a charitable organisation, we aim to achieve the highest standards in our fundraising practices

All feedback (positive and negative) on our fundraising is gratefully received and helps us improve our activities.

We try to make sure that:

  • It is as easy as possible to make a complaint;
  • we treat as a complaint: any clear expression of dissatisfaction by one or more members of the public about our operations that calls for a response;
  • we treat it seriously whether it is made by telephone, letter, email or in person;
  • we deal with it swiftly and politely;
  • we respond appropriately with actions taken to rectify and/or relevant further information;
  • we learn from complaints, use them to improve and monitor them at management and Board level.

Giving feedback

If you have a comment or feedback about any aspect of our fundraising work, we would love to hear from you. You can reach us by post at 29 Bow Street, Dublin, by telephone on 01 872 0770, or by mail to info@capuchindaycentre.ie.

We would also be very happy to meet face-to-face if that is preferable.

We would be very grateful if you could give us as much information as possible and let us know how you would like us to respond, providing relevant contact details.

If we cannot respond to you immediately, we undertake to do so within 7 days.

Feedback will be brought to the attention of the appropriate individual and, where appropriate , their manager.

Where the feedback is negative, every effort will be made to address the concerns raised in a fair and objective manner. You will be advised of the outcome of this process within 21 days.

If you would like to make a formal complaint, see below. 

Formal Complaints

If you have a formal complaint please make it in writing to the Chief Executive and mark it “Private & Confidential”.

Please try and give us as much information as possible to allow us to investigate, and let us know how you would like us to respond, providing relevant contact details to:

Brian Friel
Chief Executive
Capuchin Day Centre
Dublin 7
Tel: 01 872 0770
Email: brian@capuchindaycentre.ie

What happens next?

If you submit a formal complaint 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 Day Centre’s Chairperson, Martin Bennett OFM Cap, at the above address. The Chairperson will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.