At St John of God Foundation, we are committed to maintaining the highest standards in everything we do, including how we fundraise, communicate and engage with our supporters and members of the public. 

We value all feedback, whether positive or negative, and welcome the opportunity to hear about your experiences with us. 

We recognise that sometimes things may not go as expected. If you have a concern or are unhappy with any aspect of our fundraising activities or interactions with you, we want to hear from you. We take all feedback and complaints seriously and are committed to addressing them fairly, respectfully and promptly. 

Your feedback helps us learn, improve, and continue to build the trust of the people who support our work.

Step One: Contact St John of God Foundation

If you would like to share feedback or make a complaint about any aspect of our fundraising activities*, communications, donations or interactions with our team or those fundraising on our behalf, please contact us by phone, email or post. 

In the first instance, your complaint will be handled by our Chief Executive, John Fleming. 

Please provide as much information as possible about your concern, including any relevant dates or details, how you would like us to respond, and your preferred contact details. 

Our contact details are:

St John of God Foundation
Flavian House
Stillorgan
Co. Dublin
Ireland

Phone: 01 913 57 00
Email: hello@sjogfoundation.ie 

*Please note that we have currently paused our door-to-door fundraising activities. 

What happens next?

We are committed to handling all complaints promptly, fairly and sensitively. 

• If you make a complaint in person or by telephone, we will aim to resolve the matter immediately where possible. 

• If your complaint is received by email or in writing, we will acknowledge receipt within 7 working days. 

• We will make every effort to investigate and resolve your complaint within 21 working days. 

• If additional time is required, we will explain the reason for the delay and provide a revised timeframe for responding. 
   

If you are dissatisfied with our response, you may appeal by writing to the Chairperson of St John of God Foundation. Your appeal will be reviewed at Board level, and you will receive a response within two weeks of the Board’s consideration.  

We will treat all complaints respectfully and confidentially, sharing information only where necessary to investigate and respond appropriately.

Step Two: Raising a concern with the Charities Regulator

We encourage you to raise your concerns with St John of God Foundation first so that we have the opportunity to address and resolve the matter. 

If, however, you remain dissatisfied after completing our complaints process, or if your complaint relates to the governance or regulatory compliance of the charity, you may contact the Charities Regulator. 

The Charities Regulator is Ireland’s independent statutory regulator for charitable organisations. Any complaint submitted to the Charities Regulator will be considered and handled in accordance with its own procedures and statutory powers.  

For more information, please visit the Charities Regulator here.

Charities Regulator 
3 George’s Dock 
IFSC 
Dublin 1 
D01 X5X0 

Phone:  01 633 1500
Website: www.charitiesregulator.ie 

This complaints procedure does not apply to the St John of God Foundation staff or agents.