Complaints Procedure

The Finuas Networks Programme (Finuas) is funded by the Department of Education and Skills from the resources of the National Training Fund. Finuas is dedicated to developing and funding enterprise-led learning networks exclusively within the international financial services sector. Ireland has successfully built internationally recognised competencies in the areas of international banking, funds and insurance. Skillnets acts as the Managing Agent for the Finuas Networks Programme on behalf of the Department of Education and Skills.

 

Customer Complaints

If you have a complaint about the service you have received from Finuas or one of our training networks, and you have taken reasonable steps to seek redress from the person you have been dealing with, we encourage you to use this system to make a complaint to us.

Before making a complaint to us, please check the list of complaints below to ensure you are directing your complaint to the relevant person.


Our Commitment to You

We are committed to dealing effectively with your complaint and will seek to ensure your complaint is dealt with by persons other than the person who made the decision or provided the service(s) about which you are dissatisfied. We will endeavour to provide you with a satisfactory response to your complaint.

  • Complaints about Finuas or our staff:
    If your complaint relates to one of our staff and/or the quality of service you received from us, your complaint will be dealt with by the Chief Executive of Skillnets If your complaint concerns the Chief Executive, the complaint will be dealt with by the Chairman on behalf of the Board of Skillnets
  • Complaints about a decision we have made in awarding or refusal to award a grant following an assessment of grant proposals:
    Decisions regarding grant awards and refusals usually involve several people within our organisation and are customarily subject to review by the Board or a committee of the Board of Skillnets If you are dissatisfied with a decision made, you may appeal the decision and this will be dealt with by the Board.
  • Complaints about a decision we have made in awarding a contract to supply goods/services following a procurement process:
    Your complaint in matters such as this will be dealt with by someone other than the original decision maker.
  • Complaints that involve the legal process:
    We cannot deal with a complaint that is the subject of civil litigation or criminal prosecution.
  • Complaints about policies followed by Finuas:
    You can use the complaints system if you are dissatisfied with our policies or how a policy was implemented. We are always pleased to receive comments and suggestions.
  • Vexatious/abusive complaints:
    No one is expected to suffer abusive or aggressive behaviour. We will take steps to protect our staff from malicious complaints.

Making a Complaint

You can make a complaint using the Formal Complaint Form.


Data Protection

Skillnets will treat all personal data you provide on this form as confidential and will use it solely for the purpose intended. The information will only be disclosed as permitted by law.


Our Complaints Procedure

All complaints will be dealt with promptly and in an objective, courteous manner. Complaints will be logged on receipt and acknowledged within five working days.

We will have the matter fully and impartially investigated by an officer of Skillnets who was not involved in the original matter giving rise to the complaint.

A substantive response will be issued to you within 20 working days. If the complexity of the matter requires more time, a revised response time and a progress report will be issued to you. If we make a mistake or fail to deliver a quality service we will apologise and will endeavour to rectify the situation without delay.

The complaint should be made in writing using the Formal Complaint Form

Complaints should be sent to the following:

  1. By post to the Chief Executive or
  2. By email to complaints@skillnets.com

If you feel that you have been unfairly treated or are not satisfied with our decision on your complaint, it is open to you to contact the Office of the Ombudsman. By law the Ombudsman can investigate complaints about any of our administrative actions or procedures as well as delays or inaction in your dealings with us. The Ombudsman provides an impartial, independent and free dispute resolution service.

Such a course of action is in addition to your right to make a complaint as outlined above.

Contact details are as follows:
Office of the Ombudsman
18 Lower Leeson Street
Dublin 2

Tel: Lo-call 1890 223030
Tel: 01 6395600
Fax: 01 6395674
Email: ombudsman@ombudsman.gov.ie
Web: www.ombudsman.ie