Contact Us: 062 52437|info@moorehaven.ie
Complaints 2019-05-21T14:20:40+00:00

Complaints

MooreHaven invites all service users to have their say about their experience of our services and about how the services are delivered. This in turn will allow MooreHaven to continually improve and develop its services.

Complaints Officers

Janine Duffy (complaints officer for Residential Services, Day Activation and Horizon 1 Programmes) Tel: 062 80283, Email:  janine@moorehaven.ie

Josephine Norris (complaints office for Training & Day Service Programmes) Tel: 062 52437 Email: josephinen@moorehaven.ie

To make a complaint about the services we offer please fill out the form below and click send. Our complaints officer will contact you to follow up on the complaint.

MooreHaven’s policy & procedures regarding complaints ensures that:

  • Positive feedback is acknowledged to the relevant people in the Organisation.

  • Complaints and associated personal details are dealt with in confidence and without prejudice.

  • A Complaints Officer is appointed to look after your query. She will make sure it is handled fairly and properly.

  • Written complaints are acknowledged within 5 working days of receipt.

  • You will be informed about your right to advocacy services.

  • Complaints will be investigated within 30 working days of being acknowledged. If the process takes longer, we will keep you updated every 20 working days.

  • A clear written response will be issued to every formal written complaint.

  • You will be advised of your right to an internal review by MooreHaven Centre.

  • You will be advised of your right to an independent review by the Ombudsman.

Stages of the MooreHaven complaints management process are as follows:

MooreHaven strives to achieve a satisfactory resolution of complaints at the earliest Stage possible:

Stage 1 –  Local resolution of verbal complaints at point of contact (informal).

Stage 2 – Local investigation of written and serious complaints (formal).

Stage 3 – Internal Review (MooreHaven Centre).

Stage 4 – Independent Review (HSE under your service your say)

Stage 5 – Make contact with the Ombudsman –

Office of the Ombudsman, 18 Lower Leeson Street, Dublin 2. Phone: 01 6785222. Email: ombudsman@ombudsman.irlgov.ie

View Complaints Policy

To make a complaint about the services we offer please fill out the form below and click send. Our complaint officer will contact you to follow up on the complaint.