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Complaints Policy & Procedures

For Paul M. Caffrey Speaking & Training

Monitoring & Commitment

Paul M. Caffrey Speaking & Training (Prepared Selling) is committed to continuous improvement in service delivery.

Our service standards for complaints are:

  • We will make it easy and straightforward for you to make a complaint.

  • We will endeavour to respond to your complaint within the published timescales and keep you informed.

  • We will ensure you have a full explanation of your complaint in your preferred format.

  • We will inform you if changes have been made to services following your complaint.

  • We will review this Complaints Policy at regular intervals.

Responsibilities

As a professional speaker, trainer, and consultant, responsibility for handling complaints lies with Paul M. Caffrey and any members of the team or subcontractors acting on his behalf.

All individuals representing Paul M. Caffrey Speaking & Training are expected to:

  • Follow this Complaints Policy

  • Demonstrate high standards of customer care

  • Act promptly, respectfully, and fairly in resolving concerns

 

Equality & Diversity

All customers have the right to express dissatisfaction with the services they receive from Paul M. Caffrey Speaking & Training (Prepared Selling) .

Customers using this policy can expect to be treated fairly, respectfully, and without discrimination.

All complaints will be managed in line with principles of:

  • Equality of access

  • Respectful communication

  • Non-judgmental listening

  • Data privacy and confidentiality

Procedure

If you are unhappy with any aspect of service provided by Paul M. Caffrey Speaking & Training (Prepared Selling) — including a speaking engagement, workshop, training delivery, communication, administration, or any person representing the business — we promise to:

  • Take your complaint seriously

  • Treat your concern confidentially

  • Aim to resolve your complaint as quickly as possible

We welcome both compliments and complaints, as feedback helps us improve the service we provide to current and future clients.

Personal information gathered as part of a complaint is handled in accordance with applicable data protection regulations.

How to Make a Complaint

It is helpful if concerns are raised as soon as possible so they can be addressed quickly and effectively.

You should submit your complaint within 3 months of the speaking engagement, training session, or issue occurring.

You may submit a complaint:

  • By email

  • Through the website contact form

  • In writing by post

Please provide as much detail as possible, including:

  • Dates, times, and location(s)

  • A clear description of the issue

  • Names of any people involved

  • Relevant supporting information (if applicable)

Contact Details

Paul M. Caffrey Speaking & Training (Prepared Selling)
Email: [email protected]
Website: https://www.paulcaffrey.com

11 Bridge Ave, Royal Canal Park, Dublin 15. D15 E06C

Response Times

  • You will receive an initial response within one week of receipt of your complaint.

  • You will receive a full written response within four weeks, outlining findings and any actions taken.

Appeals Process

If you are not satisfied with the outcome of your complaint, you may:

  • Request a review of the decision

  • Provide additional information for reconsideration

  • Ask for an escalation to an independent reviewer (where applicable)

Further instructions on the appeals process will be provided upon request.