Complaints Policy

Initiative for Irish Integration and Emergence

1. Statement

The Initiative for Irish Integration & Emergence (IIIE) is committed to offering a high standard of care in all programs, communications, and community engagements. We view feedback and complaints as essential to accountability, integrity, and continual growth.

We commit to:

  • Listening respectfully to all concerns and complaints

  • Responding in a timely, fair, and transparent manner

  • Maintaining confidentiality and protecting personal data

  • Using feedback and complaints as part of ongoing reflection and improvement

This policy applies to all participants, collaborators, and members of the public who engage with any offering under the Initiative.

2. Purpose

This policy is designed to:

  • Ensure clarity on how to raise a complaint

  • Guarantee all complaints are treated fairly, consistently, and with care

  • Provide a clear, timely process for resolution

  • Monitor and learn from complaints to enhance our work

3. Definition

A complaint is any expression of dissatisfaction related to our programs, communication, or conduct, whether justified or not.

Concerns may include:

  • A service not being delivered to the expected standard

  • A lack of clarity or fairness in communication

  • A perceived breach of ethical, professional, or relational boundaries

Where possible, we encourage addressing concerns informally first. If this is not possible or does not lead to resolution, the following process applies.

4. Complaints Process

Stage 1 – Submitting a Complaint

Email us at info@irishintegration.com with:

  • Your name and contact details

  • A clear description of the issue

  • Relevant dates or context

  • Any desired resolution

We will acknowledge receipt within 3 working days.

Stage 2 – Internal Review

Your complaint will be reviewed by a senior member of the Initiative. A written response will be provided within 10 working days, including any outcomes, actions taken, or remedies offered. If more time is needed, you will be informed.

Stage 3 – Appeal

If you are not satisfied with the outcome, you may submit an appeal within 14 days of receiving the response. Appeals will be reviewed by the Initiative's leadership. A final written outcome will be shared within 10 working days.

If no resolution is reached after the appeal, you may seek further guidance from an independent body in your jurisdiction, such as a Citizens Advice Bureau, an Ombudsman, or a Data Protection Authority.

Important Note: Acknowledgment or review of a complaint does not constitute an admission of liability by the Initiative or its facilitators.

5. Confidentiality & Data

All complaints are handled in line with current data protection regulations. Personal data will only be shared internally with those involved in resolving the issue.

Complaints will be documented and securely stored for up to 3 years for accountability and learning purposes, after which they will be deleted unless required by law.

6. Anonymous Complaints

We will consider anonymous complaints, but please note that follow-up and resolution may be limited without sufficient information.

This policy was last reviewed: 1st September, 2025

For all complaints, please contact:
info@irishintegration.com