Feedback and Complaints
Fundraising Complaints Procedure
STEP ONE: Lodge initial complaint
If you do have a complaint about any aspect of our fundraising work, the fastest way for us to respond is to contact us by emailing our Donor Care personnel at ask@supportstjames.ie.
We are open 5 days a week from 9 am to 5 pm (Monday to Thursday) and 9 am to 4pm on Fridays.
If you lodge your complaint over the phone, we will try to resolve the issue there and then. Similarly, if you contact us 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.
STEP TWO: If the complaint is not resolved
If you are not happy with our response from the Donor Care personnel within the above timeline, you may get in touch again and contact our Fundraising Operations Manager in writing (email or post).
Please give us as much information as possible on the issue, including your previous correspondences with St James's Hospital Foundation on this issue, in your letter or email.
It would also be most helpful if you could let us know how you would like us to respond and rectify the problem, providing relevant contact details.
Write to:
Fundraising Operations Manager
St James's Hospital Foundation
St James's Hospital
James St
Saint James
Dublin 8
D08 NHY1
Email: aisling.bolton@supportstjames.ie
You will receive confirmation of receipt of your complaint within 10 working days.
If the problem is of a complex nature it may take longer than 10 days to solve, we will let you know what is being done and approximately how long this will take.
The Fundraising Operations Manager will consider complaints and will respond accordingly.
STEP THREE: Final recourse
If you feel, following receipt of a response from our Fundraising Operations Manager, that the issue remains unresolved, please write to our Director of Development at the address below, and tell us what means you think are necessary to finally resolve the issue.
Our Director will aim to solve the problem in 10 working days however this may take longer in the case of complex issues. In case resolving the problem will take longer than the time denoted above we will endeavour to keep you abreast of what actions have been taken and the procedures in place.
Write to:
Aisling Nolan
Director of Development
St James's Hospital Foundation
St James's Hospital
James St
Saint James
Dublin 8
D08 NHY1
Feedback and complaints not related to Fundraising:
If your complaint is not regarding fundraising practices, please call 01 410 3157.