Guidelines for Making a Complaint

When dealing with an issue involving a public body or an organisation, it is essential to follow the proper complaint procedure to ensure a fair resolution. The following steps outline a structured approach to making a complaint effectively:

1. Understand the Complaint Procedure

• Identify the relevant authority’s complaint process. Many organisations have a formal procedure that must be followed before escalating the matter. This is normally published on their websites, or make a call to their Switchboard asking for their guidelines.
• Review any available guidelines or policies on how complaints should be submitted and addressed.

2. Prepare a Detailed Chronology of Events

• Document all key dates, actions taken, and any agreements made.
• Gather supporting documents, including correspondence, contracts, and policies related to the issue.
• If conversations took place over the phone, use the follow up email which summarised the discussion.

3. Submit an Initial Complaint

• Direct the complaint to the relevant officer or department responsible for handling such matters.
• Clearly state the issue, reference supporting documents, and propose a resolution.
• Maintain a polite and professional tone.
• Be aware of weakening your case through accidental or intentional defamation or libel.

4. Avoid Weakening Your Case

• Discussing your complaint outside the proper channels, such as on social media or with unrelated third parties, may harm your case.
• Public statements about individuals or organisations can be interpreted as defamatory or libellous, potentially leading to legal consequences.
• Stick to factual, well-documented communication with the appropriate authorities to ensure your complaint remains credible and effective.

5. Follow Up and Escalation

• If no resolution is reached, inform the relevant officer that you may need to escalate the matter through the formal complaints procedure.
• If the formal complaint process does not lead to a satisfactory outcome, consider taking the complaint to an external oversight body, such as the Ombudsman, if applicable.

Sample Complaint Letter

[Your Name]
[Your Address]
[City, Eircode]
[Email Address]
[Date]

[Recipient’s Name]
[Recipient’s Title]
[Organisation Name]
[Organisation Address]
[City, Eircode]

Subject: Formal Complaint Regarding [Issue]

Dear [Recipient’s Name],

I am writing to formally raise a complaint regarding [briefly describe the issue] which has not yet been resolved despite previous communications.

To provide clarity, I have outlined below a chronology of relevant events:

• [Date]: [Briefly describe the first incident or agreement]
• [Date]: [Mention any communication, agreement, or steps taken]
• [Date]: [State any follow-ups and the response received]

Enclosed are supporting documents, including copies of relevant emails, agreements, and any other materials that may assist in addressing this matter.

I would appreciate a resolution to this issue at your earliest convenience. If no resolution can be found, I may have no choice but to escalate the matter through the formal complaints procedure and, if necessary, raise the issue with [external oversight body, if applicable].

Please let me know how you intend to proceed within [reasonable timeframe, e.g., 14 days]. I am open to discussing this further at your convenience.

Thank you for your time and assistance.

Yours sincerely,
[Your Name]

Cross-Reference: Contracts