Giving Feedback or Making a Complaint
Share Your Comments, Compliments and Make a Complaint
ARC Cancer Support Centres is committed to hearing from you on how we are doing. You can share your experiences with our services in numerous ways. Let us know what worked well, what could be improved, or what did not meet your expectations.
Comments and Compliments
A comment could be a suggestion on how to improve our service. It can also be an observation you made or something that we could learn from.
You can also give a compliment. For example, what ARC did well.
Include details of:
- what happened and when
- who was involved
- where it took place
You can share your comment or compliment with us:
👤 Speak directly to one of our team members.📞01 215 0250
Raising a Concern
If you are unhappy or dissatisfied with any aspect of ARC or have a concern about your interaction or the service you received, please speak with a member of our team in the first instance. We will make every attempt to resolve complaints locally and as quickly as possible.
If a member of our team cannot resolve the issue immediately, they will bring it to the Manager on duty to address it.
If the Manager on duty cannot resolve the issue for you within 2 working days, you can make a formal complaint to ARC’s Complaints Officer.
ARC Complaints Officer: Patricia McKeever, Head of Service Operations.
📞 01 215 0250
📧patriciamckeever@arccancersupport.ie
Making a Formal Complaint
When making a written complaint, please include:
- A clear description of your complaint
- Relevant dates and times
- Names of any team members involved
- Any other relevant details
What Happens After You Make a Complaint
Upon receipt of your feedback or concern:
- A letter of acknowledgment will be sent to you within 5 days if the complaint is received in writing.
- The complaint will be investigated and verified by the Nominated Person for Complaints.
- If the complaint is verified, a full investigation will be completed.
- You will be informed of the outcome of the investigation.
If you are not satisfied with the outcome, you may seek a review by the Office of the Ombudsman:
📞 1890 22 30 30 or 01 639 5600📧 ombudsman@ombudsman.gov.ie
If your complaint relates to Fundraising or Charity Activities and if you are not satisfied with the outcome, you may seek a review by the Charities Regulator:
📞 01-6331500
Submitting Feedback on Behalf of Someone Else
If you are unable to provide feedback yourself, you can ask a relative, carer, or advocate to do it for you.
Additional Support and Advocacy
You may be able to get assistance in providing feedback through various advocacy services. These services cater to individuals with different health conditions, ages, abilities, or ethnic backgrounds.
Concerned About Vulnerable Adult or Child Who Uses ARC
If you have a concern about a vulnerable adult's or child’s welfare or safety, please contact ARC’s safeguarding officer Linda Houlihan, in confidence, on:
📞 01 215 0250
📧 safeguarding@arccancersupport.ie
Alternatively, you can contact your local Safeguarding Protection team for Adults or Tusla Child and Family Agency Duty Social Worker
If the concern is immediate, please contact your local Garda station for immediate help.