Complaints Procedure

What to do if you have a Complaint? 

If you do have a complaint about any aspect of our services, you can contact First Music Contact by email, in writing or by telephone. In the first instance, your complaint will be dealt with by a direct member of the team.

Please let us know how you would like us to respond, along with relevant  contact details. 

Contact details are:  

Email: info@firstmusiccontact.com
Phone: 01 6750529

Address:
First Music Contact
Dean Art Studios

4 Chatham Row 
Dublin 2

We are open from 10 am – 6pm Monday to Friday 

 What happens next? 

If you complain in person or over the phone, we will try to resolve the issue there and then. Similarly, if you complain by email or in writing we will always acknowledge your complaint within 7 days and do everything we can to resolve it with 21 days. If this is not possible, we will explain why and provide a new deadline. 

 All complaints will be logged in our ‘complaints register’ and tracked until they are resolved. The complaints register is reviewed by the Board of Directors on a regular basis. 

 What happens if the complaint is not resolved?  

If you are not happy with our response, you may get in touch again by writing to the CEO Angela Dorgan. If you are still not satisfied with the outcome, you are invited to contact the Chair of the Board who will ensure that your appeal is considered at Board level. The Chair will respond within two weeks of this consideration by Board members.  
  

Acting on Results  

We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again. 

 We Value Your Voice  

We hope you agree that most of the time we do provide a good service to our users and partners. We value all feedback from those who engage with us and would also like to hear from you about what you think we do well.  

This process for lodging complaints does not apply to FMC staff who have a separate policy for lodging any complaints.