Complaints Procedure For Members Of The Public
If you are not satisfied that we are meeting acceptable standards that or you have concerns or complaints about any aspect of your dealings with us, we would encourage you to pursue this matter with us. We welcome all feedback and we will deal with all complaints, queries and suggestions in a timely and confidential manner.
The matter should initially be brought to the attention of the staff member in charge of the area to which the problem relates (in writing, by telephone, or via email). We will deal with any complaints promptly and in confidence. If the matter is not resolved to your satisfaction, you can pursue the matter with the Operations Manager of the Gallery.
Crawford Art Gallery
The Operations Manager will:
• Acknowledge receipt of your complaint within 5 working days.
• Have the matter fully investigated; and
• Complete the processing of your complaint within 20 working days.
Where your complaint is upheld and the Gallery is at fault, we will apologise to you and, where possible, try to rectify the situation immediately and take whatever measures are necessary to prevent a similar situation recurring. Where your complaint is not upheld, we will explain our reasons to you and advise you of your right of appeal to the Ombudsman. The Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in our dealings with you. The Ombudsman provides an impartial and independent dispute resolution service. The contact details for the Ombudsman are:
Office of the Ombudsman
18 Lower Leeson Street
Tel: 01 6395600
Lo-call: 1890 22 30 30