Poor Clare Sisters Complaints Policy

Our Commitment To You

The Poor Clare Sisters (“the charity”) are committed to ensuring that all our communications and dealings with our members, the general public, our supporters and all who engage with us are of the highest possible standard. We listen and respond to the views so that we can continue to improve. The charity welcomes both positive and negative feedback. Therefore, we aim to ensure that:

• It is as easy as possible to make a complaint, where the need arises.
• We treat every complaint seriously, whether made by telephone, letter, email, or in person.
• We deal with any complaint quickly and politely.
• We respond accordingly e.g. with an explanation or apology where we have got things wrong, and with information on any action taken, etc.
• We learn from complaints, use them to improve, and monitor them at board level.

What to do if you have a complaint

If you do have a complaint about any aspect of our work, you can contact the Abbess in writing. Please give us as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

What happens next?

If you complain in person, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within seven days, and do everything we can to resolve it within twenty-one days. If this is not possible, we will explain why and give a new deadline. All complaints will be logged in our ‘complaints register’ and tracked until they are resolved. The complaints register is reviewed by the Board of Trustees annually.

What happens if the complaint is not resolved?

If you are still not satisfied with our response, you are invited to contact the Board of Trustees who will ensure that your appeal is considered at board level. The board will respond within two weeks of this consideration.

Write to:

Mother Abbess
Poor Clare Monastery
College Road, Cork
T12 WK6V

Opening Times: