The Donkey Sanctuary Ireland is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard.
We listen and respond to the views of the general public and our supporters so that we can continue to improve.
The Donkey Sanctuary Ireland 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 call 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 accordingly, for example, with an explanation, or an apology where we have got things wrong and information on any action taken, etc.
- We learn from complaints, use them to improve, and monitor them at our Board.Handling feedback and complaints
How do you make a complaint?
You can contact us by writing to our Head of Fundraising and Visitor Engagement, The Donkey Sanctuary Ireland, Liscarroll, Co Cork, Ireland P51 PH29 or by telephoning 022/48398. Alternatively, you can complete our online complaint form.
What happens next?
If you complain in person or over the telephone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 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, you may get in touch again by writing to Chairman of the Board, The Donkey Sanctuary Ireland Ltd. The Chairman will ensure that your appeal is considered at Board Level and will respond within two weeks of this consideration by Board members.
