St Stephen’s Green Trust Complaints Policy

What to do if you have a Complaint?

If you do have a complaint about any aspect of our work, you can contact SSGT in writing or by telephone. In the first instance, your complaint will be dealt with by our Executive Director. Please let us know how you would like us to respond, with relevant contact details. Contact details are:

SSGT, Guinness Enterprise Centre, Taylors Lane, Dublin 8 D08 HH4N

Tel: 085 755 2009

What Happens Next?

If you submit your complaint over the phone, we will try to resolve the issue there and then. Similarly, if you submit your complaint by email or in writing we will always acknowledge your complaint within 7 days, and do everything we can to resolve the issue within 21 days. If this is not possible, we will explain why and give you a new deadline. All complaints will be logged in our ‘complaints register’ and tracked until they are resolved. The complaints register is reviewed by the Board of Trustees annually.

What happens if the complaint is not resolved?

If you are not happy with our response, you may get in touch again by writing to SSGT’s Chair, Mr Donal O’Brien. If you are still not satisfied with the outcome, you can ask the Chair to have your appeal considered at a Board level. You will get a response within two weeks of this consideration by Board members.

Acting on Results

We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.

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