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Complaints


Complaints Procedure
Saint Patrick’s Cathedral Dublin

Statement/stance

Saint Patrick’s Cathedral, Dublin is committed to ensuring that anyone interacting and engaging with the Cathedral on any level has the best possible experience. We actively listen and respond to views. We therefore welcome all positive and negative feedback so that we can continue to attain the highest level of standards. 

If we have gotten something wrong, we will apologize and, where possible, we will try to put things right. We also aim to learn from our mistakes and use the information we gain to improve our services. To achieve this, we aim to ensure that: 

  • It is as easy as possible to make a complaint, should the need arise. 
  • 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 – for example, with an explanation or an apology on where we have gotten things wrong and provide information on any action taken to remedy the situation and prevent it from happening again. 
  • We learn from complaints and use them to improve our service and monitor them at Board level. 

 

What to do if you have a Complaint?

If possible, we believe it is best to deal with things as soon as possible and in the easiest and most direct way. If you have a complaint, raise it with the person with whom you are in contact. He or she will try to resolve it for you there and then or, at the very latest, within 5 working days. 

If the members of staff cannot help, they will explain why. Then you can ask for your complaint to be formally investigated. 

You can make a formal complaint in any of the ways below: 

  • You can ask for a copy of our complaint form from the person with whom you are already in contact. 
  • You can use the form located at the bottom of this page 
  • You can email the Cathedral Administrator at administrator@stpatrickscathedral.ie 
  • You can write a letter to us at the following address: 

Complaints Officer
Saint Patrick’s Cathedral Office
Kevin Street Upper
D08 AW65 

We have complaint forms available at all our reception and common areas. Copies of this policy and the complaint form are available at our welcome desk. 

In order to assist you with your complaint in as timely a manner as possible, you should include the following information: 

  • Your name and contact details. 
  • A brief description of your complaint, including as much information as possible including dates and times if applicable. 
  • A list of your specific concerns starting with the most important. 
  • A clear idea of what you are hoping to achieve (e.g., apology, explanation etc.) 
  • Your preferred contact method (phone, email, post) 

It will be helpful to the Complaints Officer if you can include any relevant documentation pertaining to your complaint. 

 

What Next?

We will acknowledge receipt of your complaint within 5 working days and let you know how we intend to deal with it. 

We will ask you to tell us how you would like us to communicate with you and establish if you have any accessibility requirements. 

We will deal with your complaint in an open and honest way to ensure any future interactions with us do not suffer as a result of making a complaint. 

If you are making a complaint on behalf of another person, we will need acknowledgment from that person that you are acting on their behalf. 

 

Resolution

We endeavor to respond, investigate, and resolve a complaint within 30 working days. If the complaint is more complex and takes longer to investigate and resolve, we will ensure that you are kept informed with regular updates. 

Once an investigation has concluded we will contact you via your preferred method of contact and let you know the outcome. If we find that we were at fault, we will explain what went wrong and detail the actions that have been put in place to prevent it from occurring again. 

We will apologize and put right what went wrong. If you have lost out because of our mistake we will as best as we can put you back in the position you would have been in had it not been for our error. 

If we fail to resolve your complaint, you may escalate your complaint to the Dean of Saint Patrick’s Cathedral at dean@staptrickscathedral.ie 

 

What we expect from you

In times of trouble or distress, some people may act out of character. There may have been upsetting or distressing circumstances leading up to a complaint. We do not view behavior as unacceptable just because someone is forceful or determined. We believe that all complainants have the right to be heard, understood, and respected. 

However, we also believe that our staff have the same right to respect. We, therefore, expect you to be polite and courteous in your dealings with us. We will not tolerate aggressive or abusive behavior, unreasonable demands, or unreasonable persistence. 

 

 

Complaints relating to the treatment, safety, or welfare of Children

If your complaint includes concerns about the welfare of children and/or vulnerable adults, please contact the Designated Liaison Person for Safeguarding. 

Clark Brydon (Education Officer) is currently the Acting Designated Liaison Person for Saint Patrick’s Cathedral, during the Community Officer vacancy. 

For safeguarding matters, Clark can be contacted confidentially by email at safeguarding@stpatrickscathedral.ie or by phone on +353 (0) 86 103 0931. 

If you recognize an urgent safeguarding concern, in which a child or vulnerable adult is in danger, Tusla Child and Family Agency can be contacted on +353 (0)1 856 6856. 

In an emergency or threat to life, contact An Garda Síochána on 999. 


 

Complaint Form

Please ensure to include as much detail as possible referencing where possible names, dates and times. Please include any additional documentation relevant to the complaint

 

Sunday 27th November - Advent Procession by Candlelight

Sunday 27 November – Service Times

9.15    Said Eucharist

11.15  Choral Eucharist - sung by the Cathedral Choir

18.00   Advent Procession by Candlelight

You are welcome to join us on Sunday 27 November at 18.00 for a very special candlelight service of music and readings to herald the beginning of Advent. 

No tickets are required, however please be advised that seats are available on a first-come first-served basis