Steps to take in making a complaint
Please bring your complaint to the attention of the team member involved who will try to resolve the matter in the first instance. If the issue is complex, the team member may advise you to forward all relevant details in writing by email.
What information should I provide?
- Your name and address
- Any relevant reference numbers
- The details of your complaint
- The name of the team member or section involved
- Your preferred contact method and details
If you are not satisfied with the response received, or the team member is not in a position to further assist you, you may then address your complaint by email to Complaints@tailte.ie.
Your email will be acknowledged within 5 working days and the details of your complaint will be forwarded to the appropriate manager, who will review the matter and respond to you directly.
What if I am dissatisfied with the response?
If the above process has not resolved the matter to your satisfaction, and you wish to escalate your complaint, you may contact the Customer Experience Manager. Please provide the details of your complaint by email to CustomerExperienceManager@tailte.ie.
What other recourse do I have?
If you are unhappy with our response to a complaint, then you may refer your complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use.
The best way to contact the Ombudsman is by:
- Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
- Or writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
- Or calling the Ombudsman on 01 639 5600 if you have any queries or if you need help making your complaint.
Customer Complaints Policy
Our Customer Complaints policy sets out the procedures and systems in place for dealing with complaints about the quality of service provided in a fair and transparent manner. It also provides details of how we address unreasonable or unacceptable behaviour shown towards any member of staff or other service users.