As a charity accepting donations from the public the Irish Skin Foundation (ISF) 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 the ISF.

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.
  • Be assured your gifts will be used for the purposes for which they were given. You will 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.

Feedback and complaints regarding fundraising

The ISF is committed to ensuring that all our communications and dealings with the public and our supporters are of the highest possible standard. We listen and respond to your views and those of our supporters so that we can continue to improve. The ISF welcomes both positive and negative feedback. Therefore we aim to ensure that:

  • it is as easy as possible for you to make a complaint
  • we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response
  • we treat complaints equally seriously whether it is made by telephone, letter, fax, e-mail or in person
  • we will endeavour to 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 Executive and Board

How to make a complaint

If you do have a complaint about any aspect of our work, the fastest way for us to respond is by contacting our office team in writing or by telephone to:

Irish Skin Foundation
Charles Institute for Dermatology
University College Dublin
Dublin D04 V1W8

01 486-6280

info@irishskin.ie

We are open 5 days a week from 9.00 am to 5.30 pm (Monday to Friday).

What will we do with your complaint?

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by e-mail or in writing we will always acknowledge your complaint within 7 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.

We will assess your complaint on an individual basis; there are no standard or automatic replies. We will consider all relevant factors when deciding on an appropriate response and will offer what we believe to be a fair resolution. If we find that we have made a mistake, or not dealt with you properly, we will do what we can to put things right.

This may involve apologising, taking further action to resolve the issue, or telling you that we have learnt from the complaint and what action we will take to ensure that no other person has the same issue.  If you are unhappy with the response you receive, you have the right to escalate the complaint.

If you are not happy with our response, you may get in touch again and contact our CEO by writing (email or post).  Please give us as much information as possible on the issue, including your previous correspondences with the ISF on this issue, in your letter or email.

It would also be most helpful if you could let us know how you would like us to respond and rectify the problem, providing relevant contact details. Write to:

David McMahon, CEO
Irish Skin Foundation
Charles Institute for Dermatology
University College Dublin
Dublin D04 V1W8

01 486-6280

info@irishskin.ie

Our CEO will aim to solve the problem in 10 working days however this may take longer in the case of complex issues. In case resolving the problem will take longer than the time denoted above we will endeavour to keep you abreast of what actions have been taken and the procedures in place.

Feedback and complaints regarding services or other areas

If your complaint is not regarding fundraising practices please call 01 486-6280.  You will find more information about how to make a complaint in our Helpline Terms of Use.

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