Amnesty International’s Complaints and Feedback Procedure
Amnesty International is very thankful for the generosity of supporters and the general public. We are committed to ensuring we live up to our reputation as a respectful, honest and open organisation, and we aim to continue to achieve the highest standards in fundraising practice.
Amnesty International listens and responds to the views of the general public and our supporters so that we can continue to improve in this regard.
Amnesty International welcomes both positive and negative feedback. Therefore we aim to ensure that:
- It is as easy as possible to make a complaint and give feedback
- We treat as a complaint any clear expression of dissatisfaction with our operation which calls for a response
- We treat feedback and complaints seriously whether made by telephone, letter, fax, email or in person
- We deal with it quickly and politely
- We respond appropriately to the situation, and with respect to opinions
- We learn from complaints, use them to improve, and monitor them at management level
If you have feedback or a complaint
If you do have any feedback, or a complaint about any aspect of our work or the conduct of our staff or volunteers, you can contact Amnesty International by email, by post, by telephone or in person.
In the first instance, your feedback or complaint will be dealt with by a staff member who will resolve the issue, or forward it to the most appropriate person to respond.
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.
Seán MacBride House,
48 Fleet Street,
Tel: 01 8638300
We are open Monday to Friday from 9.00am to 5.00pm.
What happens next?
If you pass on feedback or complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you contact us by email or in writing we will endeavour to respond within a period of 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 a complaint is not resolved to your satisfaction?
If you are not happy with our response, please do request that your fundraising complaint is forwarded to the Executive Director. The Executive Director will ensure that your appeal is considered at the highest level and will respond within two weeks of this consideration.
You may at any stage make your complaint in writing to the independent Monitoring Group (when they are established). They will oversee compliance with the Statement of Guiding Principles for Fundraising.
The Monitoring Group will be established by the ICTR to oversee compliance with the Guiding Principles for Fundraising. It will be composed of:
- An independent Chair
- Three independent members: 2 to be nominated by the Consumer Association of Ireland to represent the public and 1 with a professional accountancy or legal background.
- Two members from the charity sector: 1 to be nominated by Fundraising Ireland and 1 to be selected via an open application process for charities.
- One member from the Government Department with responsibility for Charities
You will receive confirmation of receipt of your complaint within a specified number of days.
The Monitoring Group will consider complaints and will respond according to its own procedures.
Please see www.ictr.ie for further details.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to Amnesty International’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.
Amnesty International Ireland
Sean MacBride House
48 Fleet Street
If you have any queries or comments on our fundraising department’s feedback and complaints procedure, we welcome your feedback.