Complaints Procedure
1. Introduction
MoLI is committed to providing a high standard of service to all visitors, partners, and stakeholders. We value feedback and see complaints as an opportunity to learn and improve. This procedure sets out how individuals and organisations can raise concerns or complaints, and how we will respond and manage them fairly and efficiently.
2. Scope
This procedure applies to:
Museum visitors and members of the public
Educational and cultural partners
Donors and sponsors
Suppliers and contractors
Staff and volunteers
Children and young people engaging with MoLI
It covers:
Services provided by MoLI
Conduct of staff or volunteers
Accessibility or safety concerns
Programmes, exhibitions, or events
3. Guiding Principles
Accessibility: The process is open and accessible to all
Fairness: Every complaint is treated confidentially, fairly, and impartially
Timeliness: We aim to resolve complaints as quickly as possible
Accountability: Where mistakes are identified, we take responsibility and seek to resolve the issue
Child-Centered Approach: In complaints involving children, the best interests of the child are a primary consideration
4. Making a Complaint
Step 1: Informal Resolution
Many issues can be resolved quickly and informally. We encourage individuals to raise concerns as soon as possible with a member of staff or by visiting the Visitor Services desk.
Step 2: Formal Complaint
If informal resolution is not appropriate or satisfactory, a formal complaint may be submitted:
How to submit a formal complaint:
Email: [email protected] (subject: Formal Complaint)
Post: Complaints Officer, MoLI, 86 St Stephen’s Green, Dublin 2
In Person: Ask to speak with the Visitor Experience Manager
Required information:
Your name and contact details
Description of the complaint
Date and location of the incident (if applicable)
Any supporting documentation
Your desired outcome or resolution
5. Complaints Involving or Submitted by Children
Children and young people may submit complaints directly or with the help of a parent, guardian, or advocate. MoLI is committed to ensuring that children are treated with respect, and their voices are heard.
Where appropriate, complaints involving children may be referred to the Ombudsman for Children’s Office (OCO), especially where the matter involves the rights or welfare of a child.
More information:
Phone: 1800 20 20 40
6. Complaint Handling and Response Times
Acknowledgement: Within 5 working days of receipt
Investigation: Within 15 working days (complex cases may take longer)
Outcome: A written response outlining findings, actions taken, and any remedies
If delays occur, we will update the complainant and provide a revised timeline.
7. Escalation and External Review
If a complainant is not satisfied with MoLI’s response, they may escalate the issue to:
Office of the Ombudsman (for adults and general complaints)
Website: www.ombudsman.ie
Phone: +353 1 639 5600
Email: [email protected]
Freepost: Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
Ombudsman for Children’s Office (for complaints involving children)
Website: www.oco.ie
Freephone: 1800 20 20 40
Email: [email protected]
Freepost: Ombudsman for Children’s Office, Dublin 1
8. Record-Keeping and Monitoring
MoLI maintains records of all formal complaints and uses the data to identify trends, improve services, and inform staff training. All records are maintained in line with data protection laws and confidentiality principles.
9. Policy Review
This procedure is reviewed annually and updated as needed to ensure its relevance and effectiveness.
Last reviewed: July 2025
Next review due: July 2026
