Complaints Policy
The Mount Street Club Trust (MSCT) is committed to ensuring that all of our actions and communications are of the highest possible standard. We welcome both positive and negative feedback in order to improve how we deliver on our purpose.
What to do if you have a complaint
If you would like to make a complaint, please contact our Chairperson by email at trustees@mountstreetclubtrust.ie, marking your email as “Strictly Private & Confidential – for the attention of the Chairperson” in the subject heading.
Alternatively, you may contact the Secretary or another Trustee of MSCT using the same email address and clearly marking your email as “Strictly Private & Confidential – for the attention of the Secretary / Trustee name” in the subject heading.
When making a complaint please provide your name and contact details along with a description of your complaint.
Our standards for handling complaints
You can be assured that your complaint will be handled with sensitivity, fairness and in accordance with the Data Protection Act 2018.
What happens next?
We will try to resolve your issue as quickly as possible. We undertake to acknowledge receipt of your complaint within seven days and will do everything we can to resolve it within 30 days. If it is not possible to resolve your complaint within this timeframe we will notify you of this and the reason for it.
All complaints are raised and reviewed at a meeting of the MSCT Trustees. They are also logged in our Complaints Register and tracked until they are resolved.
If you are not satisfied
If you feel that your complaint has not been satisfactorily resolved by MSCT, you may refer the matter to the:
Charities Regulator: for concerns regarding evidence of misconduct, misuse of funds or a significant breach of charity law. Visit www.charitiesregulator.ie for more information.
Data Protection Commission: for GDPR issues. Visit www.dataprotection.ie for more information.
This policy was approved by MSCT Trustees: 29 April 2026
Policy review date: March 2029