Peter McVerry Trust (PMVT) is committed to ensuring we provide the best possible services to our tenants, participants, donors, partners and members of the public. We encourage all positive and negative feedback so we can continue to deliver to the highest possible standard.

What is a complaint?

PMVT defines a complaint as a statement that something is unsatisfactory or unacceptable. A complaint must be contrary to fair or sound administrative practice, in relation to an action or inaction of PMVT in respect of any of the services. This might include:

• When PMVT do not deliver a satisfactory service;
• When the wrong information is given;
• When there is a concern raised about a member of staff or contractor.

Who can complain?

Anyone who feels that have been treated unfairly or negatively affected by our services can make a complaint. Sometimes, you may need someone to make a complaint on your behalf – a close relative, carer, legal representation or someone you have given consent to, can do so.

When can I complain?

Complaints must be made within 12 months of the date of the action or awareness of the action which has given you cause for complaint.

What happens next?

We will always acknowledge your complaint within 5 working days. Sometimes, what you have concerns about may not meet the definition and threshold for a complaint as outlined above – if this is the case we will let you know. If you have a legitimate complaint we will aim to address your complaint within 20 working days. If this is not possible, we will explain why and provide you with a new deadline.

What if the complaint is not resolved?

If you are not happy with our response or the resolution of the complaint, you are welcome to appeal the decision within 15 working days of receiving an outcome. PMVT staff can assist you in doing so. Once the 15 days have lapsed, PMVT will consider the case closed.

To give us feedback or to make a complaint please email info@pmvtrust.ie.