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 SOLAS policy to deal with all complaints in a fair manner and in accordance with the principles of natural fairness and equality. We are committed to protecting the rights of both the complainant and service providers against whom the complaint is being made.

As of 1st 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. Any complaint about the service or conduct of an ETB should be brought to the attention of the course instructor, tutor or facilitator. If the complaint is not resolved informally or if the complainant does not wish to deal directly with them, they should be referred directly to the ETB Manager. Contact details for each ETB can be found here.

Complaints about the services offered by SOLAS should be referred to the Complaints Liaison Officer, SOLAS, Block 1, Castleforbes House, Castleforbes Road, Dublin 1 or emailed to Evanna Craig at complaints@solas.ie The Complaints Liaison Officer will bring complaint to the attention of the appropriate person.

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)

• Copies of any relevant documentation

Please note: Frivolous, vexatious or malicious claims will not be investigated by SOLAS.

Receipt of a formal complaint will be acknowledged within five working days. SOLAS will ensure confidentiality throughout the process and 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.

Decisions on complaints will be issued to the complainant within 28 working days of the letter of acknowledgement and will be communicated to the service provider against whom the complaint was lodged.

If the complaint has not been resolved to the satisfaction of the complainant, it may be referred for internal review by SOLAS. This request should be sent, in writing, within 28 days of the date of the initial decision, to the Complaints Liaison Officer, SOLAS, Block 1, Castleforbes House, Castleforbes Road, Dublin 1, or email to complaints@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 internal complaint.

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, 18 Lower Leeson Street, Dublin 2, or by emailing ombudsman@ombudsman.gov.ie.

The Office of the Ombudsman will examine complaints from members of the public who feel they have been unfairly treated by certain public bodies, including SOLAS. Complaints must be dealt with through the internal complaints procedure of the relevant public body in the first instance.

The service provided by the Ombudsman is independent, free and confidential. For more information see www.ombudsman.ie.

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 complaints@solas.ie