Donor Feedback and Complaints Procedure

Your Feedback is Valued: 

Threshold is committed to ethical fundraising practices and maintaining positive relationships with all our donors and stakeholders. We value feedback and take all complaints and grievances seriously. This process outlines how to raise concerns about Threshold’s fundraising activities. 

Who can submit a complaint? 

Anyone can submit a complaint regarding Threshold’s fundraising practices. This includes donors, the public, or even members of our fundraising team. 

What can be reported? 

Examples of situations you might want to report include: 

  • Misleading or inaccurate information in fundraising materials 
  • High-pressure fundraising tactics 
  • Concerns about data privacy or how donations are used 
  • Unprofessional or disrespectful behaviour from a fundraiser 

How to submit a complaint: 

There are three ways to submit a complaint: 

  • By email: Send your complaint to fundraising@threshold.ie  
  • By phone: Call us on 01 6353605 and ask to speak to the Fundraising Manager. 
  • By mail: Send a written complaint to: Threshold, First Floor, 25-28 Strand Street Great, Dublin 1, D01 XP04. 

What information should be included? 

Please include the following information in your complaint, if possible: 

  • Your name and contact information (optional) 
  • A detailed description of the issue 
  • Dates and times (if applicable) 
  • Names of any individuals involved (if known) 
  • Any supporting documentation (e.g., emails, brochures) 

What happens next? 

  1. All complaints will be acknowledged within 5  working days of receipt. 
  1. A member of the Threshold team will investigate the complaint thoroughly. 
  1. You will be contacted to discuss the investigation and receive an update on the outcome within five working days unless we make some other arrangement that is acceptable to you.  
  1. We will take appropriate action to address the issue, which may include changes to our fundraising practices or disciplinary action for staff members. 

If you are not satisfied: 

If you are not satisfied with the outcome of your complaint, you can escalate it to the Threshold CEO by emailing john-mark@threshold.ie or calling 016353601. 

Confidentiality: 

We will treat all complaints with confidentiality. Threshold is committed to resolving all complaints fairly and promptly. We appreciate your cooperation in helping us maintain the highest standards of ethical fundraising. 

Please note. Separate complaints procedures apply in relation to complaints about our advice service and data protection.  

For complaints related to Thresholds advice service please click here

For complaints related to data protection please click here

Thank you for your generosity! Together, we can create a future where everyone has access to secure and affordable housing in Ireland. 

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

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