Handling Feedback and Complaints

Handling Feedback and Complaints

Mustard Seed Communities Ireland are 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.

We welcome 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 calls 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.


What to do if you have Feedback/ Complaint

If you do have a complaint about any aspect of our work, you can contact Mustard Seed Ireland in writing or by telephone.

In the first instance, your complaint will be dealt with by our General Manager, Dervilla Gannon. Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.


Write to:

Dervilla Gannon
Mustard Seed Ireland
No. 1 Chill Insurance House
Ravenscourt Office Park
Dublin 18

Tel: +353 1 2930819

Email:  info@mustardseedireland.ie

We are open Mondays to Fridays from 9.00 am to 5.30 pm, and closed between 1.00 pm and 2.00pm each day.


What happens next?

If you complain in person or over the phone, 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 satisfied with our response, you may get in touch again by writing to Mustard Seed Ireland’s Chairman. The Chairman will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.


If you have feedback or a complaint – Step Two

Ideally, in the first instance, you should address your complaint to the organisation as outlined above. You may however, at any stage, make your complaint to the Charities Regulator who oversees compliance with the Guidelines for Charitable Organisations on Fundraising from the Public.

If you wish to contact them regarding a concern, you must complete the online concerns form.