Feedback and Complaints Procedure

If you are unhappy with the actions of Genio or any of our staff we welcome feedback both negative and positive. We treat such feedback as a way of improving how we conduct our affairs. We therefore ensure the following:

  1. It is easy to make a complaint
  2. We treat all complaints seriously
  3. We attend to complaints in a responsive and speedy manner
  4. We will respond with clear explanation of our position or apology where appropriate

You can make a complaint:

When making a complaint it is helpful if you provide us with as much information as possible to allow us deal with your complaint fully. As we work in collaboration with many partners, we can only deal with complaints which relate directly to Genio. Where a complaint refers to our partners, we will provide you with information on the relevant contact person in those partner agencies.

We have two steps in our complaints process: 

Step 1: Having made your complaint as set out above, the first step involves discussing your complaint with the relevant manager in Genio by telephone. This person’s role is to hear your complaint and resolve any issues or complaints as quickly as possible. Normally this process should be resolved within five working days.

Relevant managers in Genio:

Tara Doheny, Programme Manager - Disability
[email protected]

Elaine Howard, Programme Manager - Dementia (P/T)
[email protected]

Mary McGuire, Programme Manager - Dementia (P/T)
[email protected]

Eimear Connaughton, Programme Manager - Mental Health
[email protected]

Fiona Murphy, Communications Manager
[email protected]

Step 2: If you feel that your complaint has not been resolved satisfactorily you can then refer your complaint to the Chief Operations Officer, Hugh Kane, who will investigate your complaint fully and endeavour to resolve your complaint. This process should normally be resolved within 10 working days.

Informal feedback

For informal and anonymous feedback on our work please complete our form here.