Feedback & Complaints
Approved: November 2025
Tearfund Ireland is committed to maintaining the highest standard of professionalism throughout our work. We listen and respond to the views of the public, our supporters, partners, and project participants so we can continue to improve. We commit to resolving any queries or complaints as quickly as possible.
If you have feedback
Tearfund Ireland welcomes feedback or suggestions which will help us improve. If you have any feedback, we would love to hear from you. All comments will be brought to the person with responsibility for that area who will respond to your communication within 7 working days.
If you have a complaint
Tearfund Ireland also welcomes your complaint. Hearing from you in this way will help us identify where we may have fallen short, address the matter and improve the way we work. Overall, we aim to ensure that:
- it is as easy as possible to make a complaint;
- any clear expression of dissatisfaction with our operations which calls for a response is treated as a complaint;
- we treat a complaint seriously and address it quickly, professionally and politely;
- we learn from complaints, use them to improve, and monitor them at Board level.
- we handle all data in accordance with the GDPR and our data protection policy
(Step One) Making a complaint
If you have a complaint about any aspect of our work, you can contact our office in writing or by telephone (details below). 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.
By Email: enquiries@tearfund.ie
By Phone: 01 878 3200
By Letter: FAO: Chief Executive Officer, Tearfund Ireland, 2nd Floor, Ulysses House, 22-24 Foley Street, Dublin 1, D01 W2T2
What happens next?
If you make a complaint in person or over the phone, we will endeavour to resolve the issue there and then. If you submit a complaint by email or by letter, we will acknowledge receipt of your complaint within 4 working days and do everything we can to resolve the matter within 14 working days. If this is not possible, we will explain why and provide a new time-frame within which we will respond.
(Step Two) What if the complaint is not resolved?
If you are not satisfied with our response, you may write to us requesting that the original response to your complaint be reviewed by the Board of Trustees. A representative of the Board will confirm they have received your complaint. They will then ensure that your appeal is considered at Board level, at the earliest opportunity, and will respond within 14 working days of this consideration by the Board.
Whistle Blowing
If anyone (a member of the public, a staff member of our partner organisation, someone participating in a project funded by Tearfund Ireland; or an employee, volunteer, or Trustee of Tearfund Ireland) becomes aware of, or concerned about, the possibility of wrongdoing in Tearfund Ireland, this should be reported in confidence to either the:
CEO of Tearfund Ireland
or
Chair of Governance Committee or Chair of Audit & Risk Committee
Directly to this email: whistleblowing@tearfund.ie
All concerns raised will be taken seriously and handled in confidence. All issues will be investigated, and actions will be taken in accordance with Tearfund Ireland policies.
Charities Regulator
Tearfund Ireland is committed to remain compliant with the Charities Governance Code. If you wish to raise a complaint to the Charities Regulator, you can contact their offices at the details below:
01 633 1550
