Customer Charter

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.

This charter sets out the standards of service we aim to provide to our clients.

Contact by Telephone

If you contact us by telephone we will endeavour to:

  • answer your call as promptly as possible;
  • be courteous and helpful to you at all times;
  • enable you to speak to the person who will be of most help to you;
  • answer your query in full;
  • take your details and call you back as soon as possible, if we cannot answer your query immediately;
  • respond to all voicemail messages promptly.

 

Written Correspondence

If you send us a letter, fax or email we will endeavour to:

  • ensure you receive a fully reply within 7 working days;
  • advise you who will deal with your enquiry and their contact details;
  • write to you explaining why and tell you when you can expect a full reply;
  • write to you in simple and clear language and avoid using jargon or technical terms unless absolutely necessary.

Visitors to the Office

If you visit us in person we will endeavour to:

  • treat you with courtesy, respect your privacy and be fair in our dealings with you;
  • meet you at the agreed time if you have made an appointment with us;
  • provide appropriate and accessible facilities for meetings if you have made an appointment;
  • keep our offices clean and tidy, ensuring that they meet health and safety standards.

 

Complaints/Appeals to Skillnets

If you complain to Skillnets about our behaviour of actions or decisions we will deal with your complaint in accordance with our complaints system, which is available to view here.

We will endeavour to:

  • acknowledge your complaint within 5 working days;
  • tell you how long complaints of this type usually take to examine;
  • tell you who will be dealing with your complaint;
  • keep you advised of progress on your case;
  • inform you as promptly as possible and as clearly as possible of the outcome of the examination.

Our policy and procedures for the handling of complaints against us is set out in our Skillnets FOI S.15 & S.16 Reference Manual.

 

Equality / Diversity

  • We are committed to providing a service to all clients that upholds their rights to equal treatment established by equality legislation.
  • We will aim to ensure that our services and facilities are accessible to all our clients, including those will special needs.

 

Help Us to Help You

You can help us as we try to give you a high quality service by:

  • stating your complaint as clearly and as concisely as you can;
  • ensuring that you send us copies of key supporting documents when submitting your complaint;
  • quoting any relevant reference number in all communications with us;
  • treating our staff courteously, as you would wish to be treated yourself;
  • making comments or suggestions about the service you receive.

 

Consultation and Feedback

We are proud of our reputation of being open and flexible and always try to improve the way we go about our task. We welcome your observations on this charter and on how we can improve our service. If you would like to comment or make a suggestion please write to the Chief Executive or email communications@skillnets.com .



Complaints to the Ombudsman About Us

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.

More information about how to make a complaint to the Ombudsman may be found on the Ombudsman website www.ombudsman.gov.ie


Where to Get More Information

This charter is available in electronic format on our website www.finuas.ie where details regarding our other services, policies and contact information are also available.

Where to Find Us

Our full contact details are available on the Contact Us page.

Our address is:

Fifth Floor, Q House
76, Furze Road
Sandyford
Dublin 18

Telephone: 01 207 9630