Donor Feedback and Complaints Procedure

Your feedback matters to us! At Threshold we actively encourage our donors to contact us with your feedback, whether good or bad. Complaints are especially important to us as they may help us to see where our services, procedures or activities can be improved.

Our commitment to you

We promise to take all complaints seriously and to deal with them in a timely manner. 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 that calls for a response;
  • We treat it seriously whether such an expression 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. We provide information on any action taken etc;
  • We learn from complaints and we use them to improve how we work

If you have feedback or a complaint – Step One

If you do have feedback or a complaint about any aspect of our work, you can contact Karen Regan, Assistant Fundraising Manager (details below), in writing, by email or by telephone. 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.

Contact: Karen Regan, Assistant Fundraising Manager, Threshold, 21 Stoneybatter, Dublin 7. T: 01 6353605 E:

We are open 5 days a week from 9.00 am to 5.00 pm.

What happens next?

In the case of a complaint, we will try to resolve the problem straight away if we can. If we can’t do this – for example, because the information we need is not to hand, or because we need to carry out further investigation – then we will make a record of your complaint and agree the best way and time to contact you with a resolution. This will normally be within five working days unless we make some other arrangement that is acceptable to you.

What if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to the Chief Executive at the address below. Please set out clearly the details of the complaint, explaining why you are not satisfied with our response and what you would like us to do to put things right. You can expect to receive a full response from our Chief Executive within ten working days from the date of receipt of your letter.

Contact: Chief Executive, Threshold, 21 Stoneybatter, Dublin 7.


A separate complaints procedure applies in relation to complaints about our advice service, and is available here.

This complaints procedure does not apply to Threshold’s staff or agents.

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