Feedback and Complaints

We are keen to receive comments, feedback & suggestions about any aspect of our work or service.

Diabetes Ireland is the national charity dedicated to providing support, education and motivation to all people affected by diabetes. Diabetes IrelandĀ also raises public awareness of diabetes and its symptoms and funds Irish based research into finding a cure for diabetes.

Mission
To provide a quality service in improving the lives of people affected by diabetes, and working with others to prevent and cure diabetes.

Our Commitment to you is to:
Provide Good Quality Services
Communicate effectively
Be fair and impartial at all times
Regularly evaluate our service as we strive to improve it
If any person raises an issue about our service, we will investigate and take appropriate action whilst learning from the experience.

Comments and Feedback about our Services
We are keen to receive comments, feedback and suggestions about any aspect of our work or our service delivery. Hearing from you helps us understand what works for you and to concentrate our efforts on improving services. If you would like to ask questions or provide comments on any aspect of our work please contact us at:

Dr. Anna Clarke
Diabetes Ireland
19 Northwood House, Northwood Business Campus, Santry, Dublin 9
Tel: 01 842 8118
Email: [email protected]

We aim to provide you with an instant response to the points you raise (or within 5 working days for emailed enquiries) wherever possible. We may also refer you on to one of our healthcare professionals to provide you with a more detailed answer.

Complaints
If you want to complain we will ensure that your complaint is treated seriously, is handled without bias or discrimination and that your confidentiality is respected.
If you are dissatisfied with the way in which we have dealt with you, you can contact us by letter, email, telephone or fax setting out exactly what you think has gone wrong and what you think we should do to put it right.
In the first instance, we ask you to raise your complaint with us.
What will we do with your complaint?

Remedy
We will assess your case individually under our Code of Practice: Managing Complaints. There are no standard or automatic remedies. We will consider all relevant factors when deciding on an appropriate remedy and will offer what we believe to be a fair solution to all concerned.
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,
  • Correcting any errors so that, where possible, the same concern will not be experienced by another,
  • Taking further action in response to your concerns,
  • Telling you what we have learnt from the complaint and what action we will take to ensure that no other person has the same issue,
  • This is our commitment to you.