Guide to making a complaint
If you feel that you or another have been unfairly treated by a Shine service, activity or staff member, you have a right to make a complaint. Our Complaints Policy will give you more information about the process and is available on request for any staff member and at this link.
How do I make a complaint?
If you have a complaint, we will try and resolve it locally as quickly as possible. If we cannot do that your complaint will be brought to the attention of Shine’s Complaints Officer.
You can make a comment or lodge a complaint about any Shine service in any of the following ways:
What do I need to include in my complaint?
A complaint should include:
It will also assist the Complaints Officer to include any additional information you feel is relevant.
What will happen next?
On receipt of a complaint:
How will my complaint be dealt with?
Depending on the nature and seriousness of your complaint:
How long will it take the Complaints Officer to look into my complaint?
What do I do if I am not satisfied with the recommendations made by the Complaints Officer or the way my complaint was dealt with?
You will be advised in the response to your complaint of the process for requesting a review.
Or you may wish to make a complaint directly to the Office of the Ombudsman:
The Office of the Ombudsman
18 Lower Leeson Street,
Dublin 2. D02 HE97.
Phone: +353-1-639 5600 Lo-call: 1890 223030 Fax: +353-1-639 5674
Email: firstname.lastname@example.org The Office of the Ombudsman is open between 9.15 a.m. and 5.00p.m. Monday to Friday.