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Complaints Procedures

The SOLAS Complaints Procedure offers a process to Members of the public who wish to make a complaint to SOLAS regarding our services or the manner in which we conduct our business. It is the policy of SOLAS to deal with all complaints in a fair manner and in accordance with the principles of natural fairness and equality. SOLAS is committed to protecting the rights of both the complainant and those providing the service against whom the complaint is made.

As of 1 July 2014, all former SOLAS training centres transferred to their respective local Education & Training Boards (ETBs). SOLAS no longer has responsibility for these training centres or how they operate. A participant or learner who wishes to make a complaint about the services or the conduct of an ETB, should firstly bring his/her complaint to the attention of the course instructor, tutor or facilitator. If the complaint is not resolved informally or the learner does not wish to deal directly with the instructor/tutor/facilitator, the complaint should be referred directly to the Manager of the ETB training centre in question. Contact details for each ETB can be found at www.etb.ie.

How to make a Complaint


A member of the public who wishes to make a complaint about the services offered by SOLAS should refer to the Complaints Liaison Officer, SOLAS, Block 1, Castleforbes House, Castleforbes Road, Dublin 1 or email eunice.chapman@solas.ie. The Complaints Liaison Officer will then forward the complaint to the appropriate person for attention.
Please note that frivolous, vexatious or malicious claims will not be investigated by SOLAS.
It is important that the following information is provided when making a complaint:-
  • Name;
  • Home address;
  • Daytime telephone number/mobile number
  • Full details of the complaint including times, dates etc;
  • Names of those involved (including SOLAS staff); and
  • Copies of any relevant documentation.

What will happen next?


Receipt of a formal complaint will be acknowledged within five working days. All information will be kept in strictest confidence unless there is a legal obligation to disclose it. SOLAS will also ensure that there is confidentiality within the process. A decision on the complaint will be issued to the complainant within twenty-eight working days of the letter of acknowledgement. This decision will also be communicated to the provider of the service against whom the complaint has been made.

What if the Complainant is unhappy with the response?


If the complaint has not been resolved to the satisfaction of the complainant it may be referred for internal review by SOLAS. Requests for review should be sent, in writing, within twenty-eight days of the date of the initial decision, to The Complaints Liaison Officer, SOLAS, Block 1, Castleforbes House, Castleforbes Road, Dublin 1 or email eunice.chapman@solas.ie. It is the policy of SOLAS that such internal reviews will be carried out by a more senior staff member than the person who investigated and responded to the initial complaint.

What if the Complaint is still unresolved?


If, following the review, the complaint is still unresolved to the satisfaction of the complainant it may be referred in writing to the Office of the Ombudsman.

Office of the Ombudsman
18 Lower Leeson Street
Dublin 2
Telephone +353 1 639 5600
LoCall 1890 22 30 30
Fax +353 1 639 5674
Email: ombudsman@ombudsman.gov.ie.

The Office of the Ombudsman examines complaints from members of the public who feel they have been unfairly treated by certain public bodies including SOLAS. The Office of the Ombudsman will only deal with the complaints that have in the first instance been handled by the relevant public body under their internal complaints procedure.
The service provided by the Ombudsman is independent, free and confidential. For more information please see www.ombudsman.ie.

Still unsure about how to make a complaint?


If you have any questions about how to make a complaint to SOLAS, or the complaints process, or if you need assistance to put your complaint in writing you should contact the Complaints Liaison Officer by email to eunice.chapman@solas.ie or phone 01-533 2394.

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