Donor Charter - North West Hospice

Donor Charter

As a charity seeking donations from the public we, North West Hospice, aim to comply with the Statement of Guiding Principles for Fundraising. Our pledge is to treat all our donors with respect, honesty and openness.

We confirm that our organisation complies with The Governance code for the Community, Voluntary and Charitable Sector in Ireland

We commit to being accountable and transparent so that donors and prospective donors can have full confidence in North West Hospice.

We promise we will effectively apply your gifts to North West Hospice for the ongoing provision of specialist palliative care services in our region.

We commit that you, our donors and prospective donors, will:

  • Be informed of our mission, and of the way we intend to use donated resources.
  • Be informed of the identity of those serving on the organisation’s governing Board, and that the Board will exercise prudent judgement in its stewardship responsibilities.
  • Have access to our most recent financial statements.
  • Be assured your gifts will be used for the purposes for which they were given.
  • Receive appropriate acknowledgement and recognition.
  • Be assured that information about your donation is handled with respect and with confidentiality to the extent provided by law.
  • Expect that all relationships with individuals representing North West Hospice will be dealt with professionally.
  • Be informed whether those seeking donations are volunteers, employees of the organisation or hired third party agents.
  • Have easily available the agreed procedures for making and responding to complaints.
  • Have the opportunity for any names to be deleted from mailing lists and to be informed if we intend to share mailing lists with third parties.
  • Receive prompt, truthful and forthright answers to questions you might have of us.



Feedback and Complaints

North West Hospice values your views and is committed to ensuring that all our communication with the general public and our supporters is of the highest possible standard. We will listen to you and welcome your positive and negative feedback, so that we can continue to improve.

What to do:

If you have feedback or a complaint about any aspect of our work, you can contact our Executive Manager, Ms Nuala Ginnelly.
Please give as much information as possible and let us know how you would like us to respond to you, providing relevant contact details.

Write to:

Ms Nuala Ginnelly

Executive Manager

North West Hospice Centre,

Wine Street.


Tel: (071) 91 70523

We are open 5 days a week, from 9am – 5pm.

What happens next?

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

If the complaint is not resolved

If you are not happy with our response, you may get in touch again by writing to the North West Hospice Chairperson. The Chairperson will ensure that your appeal is considered at Board Level and will respond within two weeks of this consideration by Board Members.


"Thank you for looking after our Mum so well. We won't forget you when we think of Mum, too."

"From the time he was diagnosed as terminal the Northwest Hospice were fantastic in providing support not only to Aidan but to us as a family. From the palliative care team that called on a regular basis to our home to help relieve the agonising pain he suffered with, to the respite facilities he utilised in the hospice itself; the hospice staff always provided an invaluable service. This service was always delivered with a smile, humour when appropriate and most importantly constant caring and professionalism. Our family could not speak highly enough of the North West Hospice Team."

"Just to say thank you so much for being our friend and our support during Seamus's illness. There were days when we felt down and your visit was like a breath of fresh air. So continue your great work. You will always have a place in our hearts"

"Many, many thanks for all you did for Colin. I can honestly say, without your visits and encouragements, he wouldn't have been able to cope with his illness as well as he did."

"There are no words to express our deep appreciation to you for the way you held Gerry and ourselves in the palm of your hand during his last hours with us. May you continue to bring your love, care and attention to many other families."

"Just wanted to say a massive thank you to the staff, they’re an amazing bunch of people who made my dad Christy’s stay so comfortable and happy. All the staff who made even family and friends welcome. You gave my mum the time and comfort to be with him so thank you so much."

“Thank you so much for all the wonderful help and support you gave to my Dad and to my Mother and all of us when Dad was dying. I will never forget your dedication, your love, your generosity, your patience and your kindness. Your work in life is a true vocation. Through your support we were able to keep Dad at home and let him have his wish.”

“I just want to say a very big thank you for your kindness and caring for Mary. What you did was way beyond the call of duty. The way you cared in those last few days of Mary’s life and thought of every little detail was heartwarming to watch. This was my experience of hospice care and all I can say is that your kindness to Mary was unsurpassable.”

“I can never thank you enough for all you did for my mother, and your help and support to us. I could never have come through without you. You were my sanity and life support.” 

“I want to put in writing my deep gratitude to you for helping us with Teresa. You gave her what she so much deserved – time, dignity, and comfort in a very honest way.”

Your generosity helps us continue to provide specialist care with compassion. We are sincerely grateful for your support