We want to make sure that our services are working well for the people who use them.

We need to hear about the experiences of those who:

• engage with our services

• are affected by how we provide these services.

One of the ways we do this is through feedback, both compliments and complaints. Listening to, and having a dialogue with our service users, helps us to improve our services and make better decisions. So please reach out and let us know how we’re doing!

To respond and learn from any issues we commit to:

• Invite people to give feedback, to be open and wlecoming to it

• Listen and be empathetic

• Examine and understand the issues raised

• Support our service users and our colleagues

• Respond to and learn from the issues.

We aim to resolve as many complaints as much as possible at the front door, local level, and as quickly as possible. By working with people in this way, we support and build trusting and respectful relationships with service users and the public. This approach is core to our values of trust, respect, kindness and empowerment.

At Venture Out we want to provide the best possible service. There may be times, however, when you think we could do better and sometimes you may even want to tell us about something we have done well.

Whatever age you are, you have rights including:

• the right to have your say and be listened to

• the right to complain if you are not happy about something we have done.

We want you to tell us if you have a comment, compliment or complaint.

Venture Out take all complaints and feedback very seriously and strive to resolve all issues as soon as possible.

At Venture Out, we are committed to ensuring the best outcomes for children, families, individuals and communities. One of the ways we do this is by carefully listening to feedback, compliments, ideas and complaints about our services. The information we receive from feedback and complaints can help us to identify things that are difficult to see from inside our organisation. Most importantly, we can learn from this information and make changes to improve experiences of our services. Listening to the perspectives of people who experience our services is not discretionary; it is essential. By listening, we make our services more people-centred, responsive and effective.

Stages of a Complaint

In the first instance Venture Out promotes the local resolution of complaints.  If you have a complaint we encourage you to make direct contact with the staff member or line manager concerned to address your concerns.  You can do this by phone, by email or by letter. If you want to make a complaint in person, this is also possible, but please phone your local office in advance to make sure someone will be available to meet with you.

If complaints cannot be resolved at a local level, they will be referred to a complaints officer in writing. Within a 15 day period, a report will be shared with the complainant and all other related parties in relation to the findings and resulting outcome.

We are committed to putting things right. Where possible, the Complaint Officer will make recommendations seeking to put the person back into the position they would have been in if we had acted properly.

Ways to Communicate with us;

Telephone: 086 1049684

Email: Info@venture-out.ie

In writing: Forramoyle West, Barna, Co. Galway