Complaints Procedure

Tosú welcomes all feedback including complaints. We aim to ensure that:

• It is as easy as possible to make a complaint or give feedback to Tosú.


• Any communication that expresses dissatisfaction with our operations and calls for a response is dealt with as a complaint.


• We take complaints seriously whether the correspondence is made in person, by telephone, email or letter.


• We will deal with all complaints promptly and politely.


• We will respond to all complaints either by providing further information, an explanation or an apology if we have got something wrong, along with information on steps we have taken such as an action plan.


• We strive to learn from our mistakes and a summary of complaints is monitored by our management team. Our Board is also provided with a summary of complaints made.

If you have feedback including a complaint about any aspect of our work, please contact us by phone on 01 5131407, by email at complaints@tosu.ie or in writing: Tosú, Block 3 Grove Court, Grove Road, Blanchardstown, Dublin 15. 

In the first instance, your complaint will be dealt with by the Operations Manager in charge of the relevant service.  

Please give us as much information as possible and let us know how you would like us to respond, providing relevant contact details. 

You can contact us in person or over the phone, by email or in writing. We will acknowledge your complaint within 7 working days and do everything we can to resolve it within 21 working days. If this is not possible, we will explain why and provide a new timeline.

If you do not feel your complaint has been adequately resolved, we will refer your complaint to the Tosú Chief Executive who will acknowledge your complaint within 7 working days, and if possible, resolve within 21 working days. If this timeline is not possible, you will receive an explanation for the delay and be provided with a new timeline. 

If you are not happy with the response, you may contact the Chairperson of the Tosú Board in writing. The Chairperson will ensure that your appeal is considered at Board level and will respond within 14 days of its consideration by Board members. 

You can contact the Tosú Chairperson at c/o Tosú, Block 3, Grove Court, Grove Road Blanchardstown, Dublin 15, marking your correspondence Private and Confidential.

If you need assistance in making a complaint, please contact our office.  

Other Channels for Complaints
For matters of suspected illegality, please address your concerns immediately to An Garda Siochana. If appropriate, there is also the option of making a complaint under Tosú’s Protected Disclosure policy. The Charities Regulator also handles complaints regarding compliance and a range of issues from loss of damage to a charity, to breach of duties by trustees, misconduct by those in management.