NCBI is committed to ensuring all communications with our donors and the general public are of the highest possible standard. We listen to and respond to the views of the general public and our supporters so that we can continue to improve. NCBI welcomes 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 appropriately with actions taken to rectify and/ or further information;
- we learn from complaints, use them to improve, and monitor them at management and Board level.
If you have feedback or a complaint
If you have a complaint about any aspect of our work, you can contact Fionnuala Murphy in writing or by telephone. Please complete the Complaints Form, giving us as much detail as possible.
Fionnuala Murphy, NCBI, Whitworth Road, Drumcondra, Dublin 9. Phone: 01 830 7033. Email: firstname.lastname@example.org.
What happens next?
If you provide feedback or submit a complaint in person or over the phone, we will try to resolve the issue there and then. If you submit a complaint 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 to your complaint about fundraising matters, you may get in touch again by writing to Chris White, CEO of NCBI Group, at the above address. The CEO will ensure your appeal is considered at the highest level and will respond to you within two weeks of this consideration.
If you are still not happy with our response, you may get in touch again by writing to NCBI Group Chairperson, Paul Ledwidge at the above address. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.