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The Foyer

Complaints Procedure Flowchart

Complaints Procedure Flowchart

  1. Policy Statement
  2. How to Complain
  3. Complaints Procedure Flowchart
  4. Right of Appeal
  5. Complaint Form

COMPLAINTS PROCEDURE FLOWCHART

Complainant Makes Complaint:
In Person ~ By Telephone ~ By Email ~ By Letter

Stage 1:  Complaint

Discuss your complaint with a member of staff on duty. If necessary, you may request a copy of the Foyer’s Complaints Policy and Procedure. Your complaint will receive a unique log number for reference. A serious complaint or complaint about a staff member will be given priority and the complainant will be advised to follow stage 2 or stage 3 of this procedure

Acknowledgement Response Time 5 Working Days

Stage 2:  Review/Complaint

If you are unhappy with the action taken to resolve your complaint during Stage 1, or you would prefer that your complaint is addressed by the Foyer Manager

Response Time 5 Working Days

Stage 3:  Review

If you are unhappy with the action taken to resolve your problem during Stage 1 or stage 2, or your complaint is about the Foyer Manager. Your complaint will be referred / reviewed by the Chair of the Foyer Management Committee

Response Time 10 Working Days

Stage 4:  Review

If you are unhappy with the action taken to resolve your problem during Stages 1 to 3, the matter will be reported to the Director of Housing and Community Services who will review your complaint and investigate that the correct Policy & Procedure has been followed

Response Time 10 Working Days

Stage 5:  Independent Appeal

The complaints and appeals system operated by the Foyer does not preclude you from using other external offices to handle your complaint e.g. Office of Ombudsman, An Bord Pleanala