Samaritans Ireland is committed to best practice, transparency and accountability in our fundraising activities.
Fundraising standards
Samaritans Ireland is committed to best practice, transparency and accountability in our fundraising activities. At its meeting on the 9th of April 2022, the Samaritans Ireland Board resolved to adopt the Charities Regulator Guidelines for Charitable Organisations on Fundraising from the Public and confirmed that Samaritans Ireland is committed to complying with the Guidelines.
Donor Charter
As a charity seeking donations from the public Samaritans Ireland aim to comply with the Guidelines for Charitable Organisations on Fundraising from the Public.
Our pledge is to treat all our donors with respect, honesty and openness.
We commit to being accountable and transparent so that donors and prospective donors can have full confidence in Samaritans Ireland.
We promise we will effectively apply your gifts to us for their intended purposes.
We commit that you, our donors and prospective donors will:
- Be informed of the organisation’s mission, and of the way the organisation intends to use donated resources.
- Be informed of the identity of those serving on the organisation’s governing board, and that the board will exercise prudent judgement in its stewardship responsibilities.
- Have access to the organisation’s most recent financial statements.
- Be assured your gifts will be used for the purposes for which they were given. Receive appropriate acknowledgement and recognition.
- Be assured that information about your donation is handled with respect and with confidentiality to the extent provided by law.
- Expect that all relationships with individuals representing the charity will be dealt with professionally.
- Be informed whether those seeking donations are volunteers, employees of the organisation or hired third party agents.
- Have easily available the agreed procedures for making and responding to complaints.
- Have the opportunity for any names to be deleted from mailing lists and to be informed if the organisation intends to share the mailing lists with third parties.
- Receive prompt, truthful and forthright answers to questions you might have of the organisation.
What to do if you have feedback
If you do have a comment about any aspect of our work, you can contact Samaritans Ireland in writing or by telephone. In the first instance, your comment will be dealt with by our Executive Director. Please give us as much information as possible and let us know how you would like us to respond, providing relevant contact details.
Write to:
Sarah O'Toole
Executive Director
Samaritans Ireland
4-5 Usher’s Court
Usher’s Quay
Dublin 8
Tel: +353 1 671 0071
Email: [email protected]
Feedback and Complaints
Handling feedback and Complaints
Samaritans Ireland is committed to ensuring that all our communications and dealings with the general public and our 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.
Samaritans Ireland welcomes both positive and negative feedback. Therefore we aim to ensure that:
- it is as easy as possible to make a complaint;
- we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
- we treat it seriously whether it is made by telephone, letter, email or in person;
- we deal with it quickly and politely;
- we respond accordingly - for example, with an explanation, or an apology where we have got things wrong, and information on any action taken, etc;
- we learn from complaints, use them to improve, and monitor them at our Board.
What to do if you have feedback
If you do have a complaint about any aspect of our work, you can contact Sarah O'Toole, Executive Director, Samaritans Ireland in writing or by telephone.
In the first instance, your complaint will be dealt with by our Executive Director. 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.
Write to:
Sarah O'Toole
ExecutiveDirector
Samaritans Ireland
4-5 Usher’s Court
Usher’s Quay
Dublin 8
Tel: +353 1 671 0071
Email: [email protected]
What happens next?
If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within seven days, and do everything we can to resolve it within 21 days. If this is not possible, we will explain why and provide a new deadline.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to the Samaritans Ireland’s Chair. The Chair will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
If you have feedback or a complaint – Step Two
Charities Regulator
Ideally in the first instance you should address your complaint to the organisation as outlined above. You may however at any stage make your complaint to the Charities Regulator who oversee charities compliance with the Guidelines for Charitable Organisations on Fundraising from the Public.
If you wish to contact them regarding a concern, you must complete the online concerns form.