IDA Ireland strives to provide any person who contacts us with a quality service, which is courteous, knowledgeable and substantive.
Customers who wish to complain about the quality of customer service provided by IDA Ireland can submit a complaint under our Complaint Procedures.
This procedure deals with complaints relating to the level and standard of service provided by us. If you are not satisfied with the standard of service you receive, or if you feel improvements could be made, please let us know. If you feel the service you have received has been less than satisfactory you can submit a complaint as set out below.
We will acknowledge your complaint or comments within 5 working days and aim to send you a full reply within 15 working days.
If you are not satisfied with how we deal with your complaint, we will tell you about your right to take the complaint to the Ombudsman.
Any complainant making a verbal complaint will be requested to submit the complaint in writing.
You can make a written complaint by:
Sending an email to complaints@ida.ie
Via the online form on the IDA Ireland website
In written form to Sheelagh Mulligan, Manager, Compliance & Information Management, IDA Ireland, Three Park Place, Hatch Street Upper, Dublin 2.
The IDA Complaint form is included here to assist you to make your complaint.
In the event that you require further guidance regarding the complaints handling procedure please make contact with Sheelagh Mulligan, Compliance & Information Management at complaints@ida.ie
Tabharfaimíd gealltanas go ndéanfaimid gach iarracht dealáil le aon gearán as Gaeilge má iarrtar. (We undertake to make every effort to deal with any complaint through Irish, if requested)
Where an invoice received by IDA Ireland does not contain all the information required for processing the Financial Management Department will seek any additional information required in order to process the invoice in a timely manner.
If you are less than satisfied with how a disputed invoice is being dealt with you can make a complaint as outlined above.
When your complaint is received it will be recorded and an acknowledgement issued within 5 working days.
A copy of IDA’s complaints procedure will be forwarded to you by email or by post.
A member of staff in the area concerned will process your complaint in the first instance and will do their best to resolve your complaint speedily.
A full reply will be issued as soon as practicable thereafter.
Where possible an explanation and/or an undertaking to address the issue will be offered to you.
Where necessary, we will ensure that the causes of complaint are rectified and not repeated in the future.
If you are not happy with the IDA’s response, in the first instance you will be advised to make contact with the IDA Secretary, Sile.Murray@ida.ie forwarding a completed copy of the Complaints Form as attached (Appendix 1) and available on our website www.idaireland.com.
If you are seeking a review please include details of why you are not satisfied with the response that you have received to date. You may include any other background information that is relevant.
The IDA Secretary will acknowledge your Complaints Review request within 5 working days and will send you a full reply as soon as possible.
Following this if you are still unhappy with the way the IDA has dealt with your complaint; you have a statutory right to make a complaint to the Office of the Ombudsman.
6 Earlsfort Terrace, Dublin 2.
Tel: (01) 6395600
E-mail: complaints@ombudsman.ie
Web: www.ombudsman.ie