Complaints Procedure

We undertake to listen to our customers and engage with them in assessing their level of satisfaction with our organisation and in responding appropriately to their feedback. Our Complaints Procedure does not cover complaints where there are statutory mechanisms in place to deal with complaints / appeals, e.g:

• procedures for the hearing and determination of appeals against decisions made by Decision Makers appointed by the PRB, on applications for inclusion of a dwelling in the Pyrite Remediation Scheme;
• complaints regarding Data Protection can be referred to the Data Protection Commissioner.

How we handle your Complaint

STEP 1
Complaints should be made as soon as possible following the incident under complaint. The following information should be provided by the customer in order to help us investigate the matter efficiently:
•    name and address;
•    details of the complaint;
•    the name of the staff member(s) with whom they were dealing if known;
•    a contact phone number if possible.

Customers are asked to provide as much information as possible to help speed up the investigation of their complaint. The complaint will be directed to an appropriate member of staff for careful examination. This person will not have been directly involved in the original action which gave rise to the complaint. In general, we will investigate and address complaints within a reasonable timeframe. We aim to acknowledge your complaint within 7 working days of receipt and to deal with your complaint within 14 working days of receipt. If your complaint requires further investigation, we will let you know and keep you informed of progress.

Complaints should be directed to:

STEP 2
If the complainant is not satisfied with the outcome or handling of a complaint, the complainant may request in writing that the matter be escalated internally to the General Manager.

STEP 3
We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use.
 
The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint). The best way to contact the Ombudsman is by:
· Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
· Or writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
· Or calling the Ombudsman on 01 636 5600 if you have any queries or if you need help making your complaint.