Injuries Resolution Board Complaints Policy
The Injuries Resolution Board maintains an accessible, transparent and easy to use system of dealing with complaints. There is no one definition of a complaint. A complaint could be for example where:
- a customer feels they have been treated inappropriately
- a customer feels we have not followed a published policy or procedure
- a customer feel we have failed to deliver or meet an agreed standard of service
- a customer feels our staff have been unhelpful or acted in an inappropriate manner
The Injuries Resolution Board was previously known as the Personal Injuries Resolution Board (PIAB)
If you feel the service you have received has been in any way less than satisfactory, we would like to hear from you. Our aims in relation to complaints handling include:
- taking complaints seriously and resolving them wherever possible
- treating all customers fairly and with respect
- being open and honest
- providing responses which are clear and easily understood
- respecting confidentiality
- using complaints and customer feedback to help improve our services
- providing explanations for decisions where appropriate
A complaint can be made in writing or by e-mail.
Letters or e-mails should be clearly referenced as a ‘Complaint’ and include relevant information such as:
- a claim reference if applicable
- the date on which a problem arose
- the name of the individual handling matters
- why you believe a particular service was unsatisfactory
- background information which may help us deal with the complaint efficiently
- any/ all other information you believe is relevant
All complaints are recorded and acknowledged in writing. We will process your complaint doing it’s best to resolve matters speedily and without any undue fuss. Complaints will be reviewed by any or all of the following:
- a Supervisor
- a Manager
- a Director
Where an initial interim written acknowledgement has issued an additional (final) written response will issue following fuller investigation. If you are not satisfied with our response you can seek a further review.
Make a complaint in writing
The Injuries Resolution Board,
PO Box 8,
Clonakilty,
Co. Cork,
P85 YH98
or by e-mail to complaints@injuries.ie
Ombudsman/Ombudsman for Children
We hope that we will be able to resolve your complaint satisfactorily, however, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman. The Ombudsman is impartial and free to use.
The Ombudsman will ask you for details of your complaint and to provide a copy of this letter (our final response to your complaint). The best way to do this is through:
You can also write to the Ombudsman
Office of the Ombudsman,
6 Earlsfort Terrace,
Dublin 2,
D02 W773,
Or call 01 6365600 if you have any queries
Ombudsman for Children’s Office contact
52-56 Great Strand St,
Dublin 1
Free Phone: 1800 20 20 40
Email: ococomplaint@oco.ie
Website: www.oco.ie