If you feel that our fundraising practices, communication, or support services does not meet the standard you expect from us, we are committed to working with you to find a satisfactory solution. We see feedback—both positive and negative—as an opportunity to learn, grow, and improve.

FASN is dedicated to addressing all feedback or complaints with the utmost seriousness and ensuring that our interactions with the public and our supporters meet the highest standards. We welcome all feedback as it helps us continue to enhance our work in preventing and reducing addiction-related harm. We are committed to adhering to best practices in fundraising, including the Statement of Guiding Principles for Fundraising.

We are committed to a transparent and responsive approach to feedback and complaints by:

• Making it as easy as possible to provide feedback or lodge a complaint
• Taking any clear expression of dissatisfaction seriously and ensuring it is addressed promptly
• Handling all feedback respectfully, whether it is provided by phone, letter, email, or in person
• Responding in a timely manner, with an explanation, an apology where necessary, and details of any corrective action taken
• Keeping a record of all complaints and their outcomes to learn, improve, and report on progress at the Board level

If you have a concern or complaint about any aspect of our fundraising activities or support services, please feel free to contact us through any of the following channels:

In Person: Speak directly with any member of FASN’s staff.

• By Phone: Call 042 9355251
• By Email: Send an email to info.fasn@gmail.com with “COMPLAINT” in the subject line.
• By Letter: Write to the Project Co-Ordinator, Family Addiction Support Network, The Hub, Lios Dubh, Armagh Road, Dundalk, Co. Louth A91 T668 , providing your complaint details and contact information.

If your complaint is received over the phone or in person, we will do our best to resolve the matter immediately. If we are unable to resolve it at the time, we will take a statement from you and ensure we have your contact details for follow-up.

Once we receive your complaint, we will acknowledge it in writing within 5 working days, outlining the steps we will take to investigate and providing an expected timeline for resolution. We will handle all complaints in a fair and transparent manner.

If you are not satisfied with our response, you can contact the Project Co-Ordinator for further review. The Project Co-Ordinator will ensure that your appeal is presented to the FASN Board. You will be notified about the next Board meeting and will receive a response within 2 weeks of the meeting. If you are still dissatisfied with the outcome, we will provide details on how to approach an independent third-party organisation that will objectively assess your complaint.