Complaints

Our Commitment

Christians Against Poverty Ireland (“CAP Ireland”) is committed to ensuring that all our engagements with donors and church partners are of the highest possible standard. We listen and respond to all views with the intention of improving the service CAP Ireland provides. CAP Ireland aims to ensure that: 

• Making a complaint is straightforward
• Complaints are treated seriously
• Complaints should be responded to as quickly as possible
• We respond to complaints with gentleness and kindness
• Complaints are monitored by the board of directors

What to do if you have a complaint?

If you do have a complaint about any aspect of our work, you can contact CAP Ireland in writing or by telephone. In the first instance, your complaint will be dealt with by the CAP Ireland Chief Executive Officer. Please let us know how you would like us to respond, with relevant contact details.

Alan McElwee Email: alan@capireland.ie

Our usual working hours are 9 am to 5  pm Monday to Friday.

What information do we need to help resolve your complaint?  

• Remember to provide your name and telephone number or email address 
• Describe your complaint in as much detail as possible 
• Let us know how you prefer to be contacted (telephone or email)
• Disclaimer: confidentiality and anonymity can not be guaranteed by the organisation in that the nature of a complaint may require CAP to make a statutory disclosure under Irish Law or to protect vulnerable parties

What happens next?

If you raise a complaint via telephone, we will try to resolve the issue there and then.  Similarly, the person making the complaint may be requested to put it in writing or indeed may prefer to make their  complaint by email or in writing, providing any support pictures or files. Any “complaint” type messages or posts on the charity’s social media channels will be invited to raise a formal complaint as above.  We will always acknowledge your complaint within 5 (business) 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.