{"id":3858,"date":"2024-05-15T14:50:23","date_gmt":"2024-05-15T13:50:23","guid":{"rendered":"https:\/\/anew.ie\/?page_id=3858"},"modified":"2025-01-27T12:13:42","modified_gmt":"2025-01-27T11:13:42","slug":"complaints-policy-2","status":"publish","type":"page","link":"https:\/\/anew.ie\/index.php\/complaints-policy-2\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"<p><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container has-pattern-background has-mask-background nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1268.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:10px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><script type=\"text\/javascript\">jQuery(function() { _initLayerSlider( '#layerslider_69_hv0sk4bfzdyu', {createdWith: '6.8.2', sliderVersion: '6.11.9', allowFullscreen: true, pauseOnHover: 'enabled', skin: 'v6', sliderFadeInDuration: 350, useSrcset: true, skinsPath: 'https:\/\/anew.ie\/wp-content\/plugins\/LayerSlider\/assets\/static\/layerslider\/skins\/', performanceMode: true}); });<\/script><div id=\"layerslider_69_hv0sk4bfzdyu\"  class=\"ls-wp-container fitvidsignore ls-selectable\" style=\"width:1200px;height:430px;margin:0 auto;margin-bottom: 0px;\"><div class=\"ls-slide\" ><img decoding=\"async\" width=\"1000\" height=\"359\" src=\"https:\/\/anew.ie\/wp-content\/uploads\/2019\/04\/S11.jpg\" class=\"ls-bg\" alt=\"\" srcset=\"https:\/\/anew.ie\/wp-content\/uploads\/2019\/04\/S11-200x72.jpg 200w, https:\/\/anew.ie\/wp-content\/uploads\/2019\/04\/S11-300x108.jpg 300w, https:\/\/anew.ie\/wp-content\/uploads\/2019\/04\/S11-400x144.jpg 400w, https:\/\/anew.ie\/wp-content\/uploads\/2019\/04\/S11-600x215.jpg 600w, https:\/\/anew.ie\/wp-content\/uploads\/2019\/04\/S11-768x276.jpg 768w, https:\/\/anew.ie\/wp-content\/uploads\/2019\/04\/S11-800x287.jpg 800w, https:\/\/anew.ie\/wp-content\/uploads\/2019\/04\/S11.jpg 1000w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><h3 style=\"top:336px;left:25px;font-size:48px;font-family:roboto slab;color:#faf6f5;background-color:#e75424;padding-top:5px;padding-right:25px;padding-bottom:5px;padding-left:25px;background-size:inherit;background-position:inherit;\" class=\"ls-l ls-text-layer\" data-ls=\"texttransitionin:true;texttypein:chars_asc;textstartatin:transitioninstart + 0;position:relative;\">Comments, Compliments &amp; Complaints<\/h3><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-2 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling fusion-no-small-visibility\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:0px;--awb-padding-right:10%;--awb-padding-bottom:0px;--awb-padding-left:10%;--awb-margin-top:0px;--awb-margin-bottom:30px;--awb-background-color:#cd3725;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1220px + 0px );margin-left: calc(-0px \/ 2 );margin-right: calc(-0px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-1 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-color:#ffffff;--awb-bg-color-hover:#ffffff;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:0px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:0px;--awb-width-medium:100%;--awb-spacing-right-medium:0px;--awb-spacing-left-medium:0px;--awb-width-small:100%;--awb-spacing-right-small:0px;--awb-spacing-left-small:0px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"width:calc( 100% + 0px ) !important;max-width:calc( 100% + 0px ) !important;margin-left: calc(-0px \/ 2 );margin-right: calc(-0px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-0 fusion_builder_column_inner_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:40px;--awb-padding-right:40px;--awb-padding-bottom:20px;--awb-padding-left:40px;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:0px;--awb-margin-bottom-large:10px;--awb-spacing-left-large:0px;--awb-width-medium:100%;--awb-spacing-right-medium:0px;--awb-spacing-left-medium:0px;--awb-width-small:100%;--awb-spacing-right-small:0px;--awb-spacing-left-small:0px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-1\"><p><strong>Anew is committed to ensuring that all our communications and dealings with the general public and our members and supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.<\/strong><\/p>\n<p>Anew welcomes both positive and negative feedback. Therefore we aim to ensure that:<\/p>\n<ul>\n<li>It is as easy as possible to make a complaint<\/li>\n<\/ul>\n<ul>\n<li>We treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response<\/li>\n<\/ul>\n<ul>\n<li>We treat it seriously whether it is made by telephone, letter, fax, email or in person<\/li>\n<\/ul>\n<ul>\n<li>We deal with it quickly and politely<\/li>\n<\/ul>\n<ul>\n<li>We respond accordingly \u2013 for example, with an explanation, or an apology where we have got things wrong and information on any action taken etc<\/li>\n<\/ul>\n<ul>\n<li>We learn from complaints, use them to improve, and monitor them at our Board<\/li>\n<\/ul>\n<div id=\"Lump7352\" class=\" lump col-md-12 col-sm-12 col-xs-12 float-left row-all \" data-lump=\"7352\" data-wow-offset=\"50\" data-type=\"title\">\n<div class=\"lump-1col\">\n<h3>If you have feedback or a complaint:<\/h3>\n<\/div>\n<\/div>\n<div id=\"Lump7353\" class=\" lump col-md-12 col-sm-12 col-xs-12 float-left row-all \" data-lump=\"7353\" data-wow-offset=\"50\" data-type=\"1col\">\n<div class=\"lump-1col\">\n<p>If you do have a complaint about any aspect of our work, you can contact Norma Fitgerald,\u00a0 Services Manager in writing or by telephone.<\/p>\n<p>In the first instance, your complaint will be dealt with by our Chief Executive. 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.<\/p>\n<p>Write to:<\/p>\n<p>Norma Fitzgerald<\/p>\n<p>Services Manager<\/p>\n<p>Anew Support Services<\/p>\n<p>113 Pearse Street<\/p>\n<p>Dublin 2<\/p>\n<p>D02 AV80<\/p>\n<p>Tel:\u00a0<a href=\"tel:016705942\">086 027 5675<\/a><\/p>\n<p>Email:\u00a0<a href=\"mailto:info@imnda.ie\">norma.fitzgerald@anew.ie<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><div style=\"text-align:center;\"><a class=\"fusion-button button-flat button-xlarge button-default fusion-button-default button-1 fusion-button-default-span fusion-button-default-type\" style=\"--button-border-radius-top-left:10px;--button-border-radius-top-right:10px;--button-border-radius-bottom-right:10px;--button-border-radius-bottom-left:10px;\" target=\"_self\" href=\"https:\/\/anew.ie\/wp-content\/uploads\/2025\/01\/Policy-14-Comments-Compliments-and-Complaints-Management-Policy-and-Procudures-1.pdf\"><span class=\"fusion-button-text\">Read our Comments, Compliments &amp; Complaints Policy<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-3 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling fusion-no-medium-visibility fusion-no-large-visibility\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-top:0px;--awb-padding-right:5%;--awb-padding-bottom:0px;--awb-padding-left:5%;--awb-margin-top:0px;--awb-margin-bottom:30px;--awb-background-color:#cd3725;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:calc( 1220px + 0px );margin-left: calc(-0px \/ 2 );margin-right: calc(-0px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-2 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-color:#ffffff;--awb-bg-color-hover:#ffffff;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:0px;--awb-margin-bottom-large:0px;--awb-spacing-left-large:0px;--awb-width-medium:100%;--awb-spacing-right-medium:0px;--awb-spacing-left-medium:0px;--awb-width-small:100%;--awb-spacing-right-small:0px;--awb-spacing-left-small:0px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-builder-row fusion-builder-row-inner fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"width:calc( 100% + 0px ) !important;max-width:calc( 100% + 0px ) !important;margin-left: calc(-0px \/ 2 );margin-right: calc(-0px \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column_inner fusion-builder-nested-column-1 fusion_builder_column_inner_1_1 1_1 fusion-flex-column\" style=\"--awb-padding-top:40px;--awb-padding-right:40px;--awb-padding-bottom:20px;--awb-padding-left:40px;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:0px;--awb-margin-bottom-large:10px;--awb-spacing-left-large:0px;--awb-width-medium:100%;--awb-spacing-right-medium:0px;--awb-spacing-left-medium:0px;--awb-width-small:100%;--awb-spacing-right-small:0px;--awb-spacing-left-small:0px;\"><div class=\"fusion-column-wrapper fusion-column-has-shadow fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-text fusion-text-2\"><p><strong>Anew is committed to ensuring that all our communications and dealings with the general public and our members and supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.<\/strong><\/p>\n<p>Anew welcomes both positive and negative feedback. Therefore we aim to ensure that:<\/p>\n<ul>\n<li>It is as easy as possible to make a complaint<\/li>\n<\/ul>\n<ul>\n<li>We treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response<\/li>\n<\/ul>\n<ul>\n<li>We treat it seriously whether it is made by telephone, letter, fax, email or in person<\/li>\n<\/ul>\n<ul>\n<li>We deal with it quickly and politely<\/li>\n<\/ul>\n<ul>\n<li>We respond accordingly \u2013 for example, with an explanation, or an apology where we have got things wrong and information on any action taken etc<\/li>\n<\/ul>\n<ul>\n<li>We learn from complaints, use them to improve, and monitor them at our Board<\/li>\n<\/ul>\n<div id=\"Lump7352\" class=\" lump col-md-12 col-sm-12 col-xs-12 float-left row-all \" data-lump=\"7352\" data-wow-offset=\"50\" data-type=\"title\">\n<div class=\"lump-1col\">\n<h3>If you have feedback or a complaint:<\/h3>\n<\/div>\n<\/div>\n<div id=\"Lump7353\" class=\" lump col-md-12 col-sm-12 col-xs-12 float-left row-all \" data-lump=\"7353\" data-wow-offset=\"50\" data-type=\"1col\">\n<div class=\"lump-1col\">\n<p>If you do have a complaint about any aspect of our work, you can contact Norma Fitgerald,\u00a0 Services Manager in writing or by telephone.<\/p>\n<p>In the first instance, your complaint will be dealt with by our Chief Executive. 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.<\/p>\n<p>Write to:<\/p>\n<p>Norma Fitzgerald<\/p>\n<p>Services Manager<\/p>\n<p>Anew Support Services<\/p>\n<p>113 Pearse Street<\/p>\n<p>Dublin 2<\/p>\n<p>D02 AV80<\/p>\n<p>Tel:\u00a0<a href=\"tel:016705942\">086 027 5675<\/a><\/p>\n<p>Email:\u00a0<a href=\"mailto:info@imnda.ie\">norma.fitzgerald@anew.ie<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><div style=\"text-align:center;\"><a class=\"fusion-button button-flat fusion-button-default-size button-default fusion-button-default button-2 fusion-button-default-span fusion-button-default-type\" style=\"--button-border-radius-top-left:0;--button-border-radius-top-right:0;--button-border-radius-bottom-right:0;--button-border-radius-bottom-left:0;\" target=\"_self\" href=\"https:\/\/anew.ie\/wp-content\/uploads\/2025\/01\/Policy-14-Comments-Compliments-and-Complaints-Management-Policy-and-Procudures-1.pdf\"><span class=\"fusion-button-text\">Read our Comments, Compliments &amp; Complaints Policy<\/span><\/a><\/div><\/div><\/div><\/div><\/div><div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-4 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling fusion-no-small-visibility\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1268.8px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-3 fusion_builder_column_1_1 1_1 fusion-flex-column\" 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