Complaints procedure for service users

Parentline aims to provide high-quality services which meet the needs of its service users.

In order to maintain a high standard and continue to improve, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with Parentline. We welcome your feedback.

If you are not happy with Parentline please tell us. 

If you are unhappy about any experience you have had with any aspect of Parentline’s service, please call the office at 01 8787230 and ask to speak to the CEO.

Often we will be able to give you a response straight away. If the matter is more complicated and needs further investigation we promise a further response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the CEO at Parentline, Carmichael House, North Brunswick St., Dublin 7.

If your complaint is about the CEO, or if you wish to make the Board aware of your complaint please write to The Chairperson, Parentline, North Brunswick St., Dublin 7 (The Chairperson and board will change from time to time but the names will be listed on the Parentline website www.parentline.ie, on our emails and headed paper and with the CRO office)

You will receive a written acknowledgement within five working days.

The aim is to investigate your complaint thoroughly and give you a reply within ten working days, setting out how the complaint will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or what action is being considered.

The Parentline Board of Directors will be informed of all complaints.

Appeal Procedure

You may raise a concern about a charity with the Charities Regulator email: concerns@charitiesregulator.ie

May 2019