Handling Feedback and Complaints
Mercy Law Resource Centre 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.
Mercy Law Resource Centre welcomes both positive and negative feedback. We aim to ensure that it is as easy as possible to give feedback or, if you are unsatisfied, to make a complaint.
What to do if you have feedback
If you have feedback, comments or a complaint about any aspect of our work, you can contact the MLRC Managing Solicitor in writing or by telephone.
If your matter concerns a complaint, please give us as much information as possible about the complaint and let us know how you would like us to respond to you, providing relevant contact details.
If you make a complaint, we commit to do the following;
- Treat any clear expression of dissatisfaction with our operations which calls for a response as a complaint;
- Treat a complaint seriously whether it is made by telephone, letter, fax, email or in person;
- Deal with it quickly and politely;
- Respond accordingly – for example, with an explanation, or an apology where we have got things wrong, and information on any action taken;
- Monitor complaints at our Board;
- Learn from feedback and complaints to improve.
Relevant contact details:
FAO Managing Solicitor
Mercy Law Resource Centre
25 Cork Street
Tel: +353 1 453 7459
Our phones are open 5 days a week from 9.30am to 1.00pm and 2.00pm to 4.00pm.
What happens next?
In the first instance, your complaint will be dealt with by our Managing Solicitor. If you complain in person or over the phone, we will try to resolve the issue there and then. If you complain by email or in writing we will aim to acknowledge your complaint within 7 day 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 write to the Chairperson of Mercy Law Resource Centre. The Chairperson will ensure that your appeal is considered at Board level and will aim to respond within two weeks of the matter being considered by the Board.
If your complaint is not resolved
Ideally in the first instance you should address your complaint to the organisation as outlined above. You may also make your complaint to the Charities Regulator – for more information on their procedures and the types of complaints they will consider, see www.charitiesregulator.ie.