Archive for October, 2017

Public Compliance Statement

Tuesday, October 24th, 2017

The SER Family Support Network has formally committed to complying with the Guidelines for Charitable Organisations on Fundraising from the Public.

This is our Donor Charter:
The SER Family Support Network is committed to the guidelines as outlined by the Irish Charities Regulator for fundraising from the public. Below are the commitments of the organisation.

Respect
All fundraising will respect the rights and dignity of donors, beneficiaries and the public.
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Fundraising activities will not be unreasonably persistent, intrusive or place undue pressure on people to donate. Should someone not wish to donate, or wish to cease making a donation, that decision will be respected.

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Beneficiaries will not be presented in a disrespectful way in promotional activities and, where possible and appropriate, clients and beneficiaries will have an input into the promotional strategies of the charity.

Honesty and Integrity
Fundraising will occur in an honest and truthful manner
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Fundraisers will act with integrity and not misrepresent the charity, its need for funds or how they will be applied.
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Questions about fundraising activities and fundraising costs will be answered honestly and in a timely manner.
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Information about the charity’s charitable purpose and activities will be made freely available.
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Charitable donations and gifts will be used for the purposes for which they were donated.

Transparency and Accountability
The charity will take responsibility for its actions and will be capable of explaining, clarifying and justifying those actions.
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The charity’s trustees and management will explain and account to donors and the public for the charity’s actions.
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The charity will operate in an open, frank and honest way and will ensure that transactions, operations, information and communications are easily understood by donors and the public alike.
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The charity will clearly identify to donors and the public the cause for which the fundraising is occurring and how donations will and are being used
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The charity will provide ways whereby those interested can easily contact the charity. The charity will have a procedure in place to address complaints.

This how the SER Family Support Network will handle Feedback & Complaints
Handling Feedback and Complaints
The SER Family Support Network is committed to ensuring that all our communications and dealings with the general public and our supporters are of the highest possible standard. We listen and respond to the views of the general public and our supporters so that we can continue to improve.
The SER Family Support Network welcomes both positive and negative feedback. Therefore we aim to ensure that:
• it is as easy as possible to make a complaint;
• we treat as a complaint any clear expression of dissatisfaction with our operations which calls for a response;
• we treat it seriously whether it is made by telephone, letter, fax, email or in person;
• we deal with it quickly and politely;
• we respond accordingly – for example, with an explanation, or an apology where we have got things wrong, and information on any action taken etc;
• we learn from complaints, use them to improve, and monitor them at our Board.
What to do if you have feedback
If you do have a complaint about any aspect of our work, you can contact Breda Fell, coordinator of The SER Family Support Network in writing or by telephone.
In the first instance, your complaint will be dealt with by our coordinator . 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.

Write to:
The Coordinator
SER Family Support Network
Edmund Rice Y & C Centre
Manor Street
Waterford

Tel: 051 312010/ 086 6045805
Email: info@serfsn.org
We are open 5 days a week from 9.00 am to 5.30 pm, and closed between 1.00 pm and 2.00pm each day.
What happens next?
If you complain in person or over the phone, 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 7 days, and do everything we can to resolve it within 21 days. If this is not possible, we will explain why and provide a new deadline.
What if the complaint is not resolved?
If you are not happy with our response, you may get in touch again by writing to The SER Family Support Network Chairperson. The Chairperson will ensure that your appeal is considered at Board level and will respond within two weeks of this consideration by Board members.
If you have feedback or a complaint – Step Two
Charities Regulator
Ideally in the first instance you should address your complaint to the organisation as outlined above. You may however at any stage make your complaint to the Charities Regulator who oversee charities compliance with the Guidelines for Charitable Organisations on Fundraising from the Public.

If you wish to contact them regarding a concern, you must complete the online concerns form.