Feedback & Complaints

Handling feedback and complaints

With tens of thousands of donors and supporters, and thousands of volunteers getting involved in its work, Team Hope conducts its activities in a spirit of openness and transparency at all times. An important element of this transparency is an open feedback and complaints process, which is also in line with charity governance best practice.

Feedback

Feedback takes place both informally in person and more formally with surveys and email etc. Feedback is always welcomed and if you’d like to share your comments with Team Hope about its work, then you are encouraged to either:

Call the Team Hope office on (01) 294022 to speak with a member of staff during normal business hours

Email info@teamhope.ie

Write in to the Team Hope office and the address is 5 Leopardstown Business Centre, Ballyogan Avenue, Dublin 18, D18 CF67.

Thank you in advance of your feedback and please be sure to highlight specific details about your experience of Team Hope’s work helping vulnerable children overseas.

Complaints

Team Hope takes complaints seriously and complaints may be received from anyone benefiting from its work overseas, or from volunteers, individuals or staff of partner organisations involved in Team Hope’s work and operations in Ireland.

The most direct way to make a complaint is by email to complaints@teamhope.ie.

Complaints may also be made by calling the Team Hope office on (01) 294022 or by writing addressed to:

Complaints,
Team Hope,
5 Leopardstown Business Centre,
Ballyogan Avenue,
Dublin 18,
D18 CF67.

Team Hope will seek to acknowledge all complaints within 2 working days providing acknowledgement that a complaint has been received and may make contact to request further information or clarity.

Team Hope respects a person’s individual rights to make a complaint anonymously, however this may in some cases limit Team Hope’s ability to investigate or respond to the complaint. In cases where personal details are given and confidentiality is requested, Team Hope will respect this as much as possible. However, if the complaint relates to a breach of the law the individual may be requested to make a witness statement.

It should be noted that complaints relating to a breach of the General Data Protection Regulations (GDPR) or requests/queries in relation to an individual’s rights under GDPR will be dealt with in line with the timeframes and procedures established under GDPR and as per Team Hope’s GDPR specific policies.