Feedback and complaints procedure
If you are unhappy with the actions of the European Social Catalyst Fund or any of our operational staff in Genio we welcome feedback both negative and positive. We treat such feedback as a way of improving how we conduct our affairs. We therefore ensure the following:
It is easy to make a complaint
We treat all complaints seriously
We attend to complaints in a responsive and speedy manner
We will respond with clear explanation of our position or apology where appropriate
You can make a complaint:
In writing to Genio, 19-21 Westland Square, Pearse Street, Dublin 2.
By email to firstname.lastname@example.org
By telephone to our offices on +353 (0)1 7071700
When making a complaint it is helpful if you provide us with as much information as possible to allow us deal with your complaint fully. As we work in collaboration with many partners, we can only deal with complaints which relate directly to the European Social Catalyst Fund. Where a complaint refers to our partners, we will provide you with information on the relevant contact person in those partner agencies.
We have two steps in our complaints process:
Step 1: Having made your complaint as set out above, the first step involves discussing your complaint with the relevant manager in the European Social Catalyst Fund (operated by the Genio team) by telephone. This person’s role is to hear your complaint and resolve any issues or complaints as quickly as possible. Normally this process should be resolved within five working days.
Step 2: If you feel that your complaint has not been resolved satisfactorily you can then refer your complaint to the Deputy Executive Director of Genio, John Healy, who will investigate your complaint fully and endeavour to resolve your complaint. This process should normally be resolved within 10 working days.