If you have a complaint relating to the Pat Finucane Centre (PFC), or any member of PFC staff you should bring it to the attention of the person you have been dealing with who will try to resolve the issue quickly. However, if you still feel dissatisfied after this attempt to deal with your complaint, you may initiate the PFC’s Formal Complaints Procedure, as follows:
In the first instance please contact the PFC’s Director providing as much information about your complaint as possible, along with your contact details (name, address and telephone number). If your complaint is concerning the Director, please contact our Chairperson directly (see Stage 2).
We have a legal duty to protect any information you provide to us. We will handle appropriately any legal personal data you provide in accordance with the Data Protection Act.
Please send your complaint by letter or email to:
Pat Finucane Centre
Unit 8B, Ráth Mor Centre
Bligh’s Lane, Derry
Alternatively you can contact the Director by telephone on 02871 268846 or use our complaints form.
The Director will acknowledge your complaint within 7 working days of receipt, and will issue a response within 15 working days, following an investigation. If a response is not possible within this time we will you will know the reason why and when you can expect a response.
If your complaint is upheld, you will receive an apology and an explanation. Any error will be corrected where possible, or the satisfactory service will be provided as a matter of urgency. If your complaint is not upheld, we will provide an explanation of our reasons for rejecting your complaint.
If you are not satisfied with our response you can ask for your complaint to be reviewed by the Chair of the PFC. You should write to the Chair at the above address, again giving as much information as possible. Alternatively you can email the Chair at firstname.lastname@example.org.
The Chair will review your complaint and notify you of the outcome within the timescales set out in Stage 1. If the Chair is not available, your complaint will be dealt with by the Vice Chairperson.
We routinely monitor our complaints procedure to ensure it is fair and appropriate. We may therefore contact you shortly after your complaint is dealt with, no matter what the outcome is, to seek your views on how we handled your complaint.