This Customer Charter sets out the standards of service you are entitled to expect from us. In delivering our services Burren Forts Ltd will:

• Treat you with courtesy, professionalism and efficiency
• Communicate with you in clear, straightforward language
• Welcome all your suggestions and comments
• Deal promptly and appropriately with complaints

Using our Services

Burren Forts Ltd provides visitor experiences and ancillary services for visitors to our site at Caherconnell these include – self guided fort tours, sheepdog demonstrations on site retail, food services & an Archaeology Field School.

Burren Forts Ltd Services

We endeavour to

• Welcome visitors promptly and with courtesy
• Provide up to date information on our services
• Help you enjoy your onsite experience by explaining the various options and assisting you in utilising these options
• Deal efficiently and accurately with routine enquiries by phone or email.
• Assist you in availing of Burren Forts Ltd Services and respond promptly to any queries you may have in relation to those services while on site.
• Provide quality tuition and a supportive environment for our field school students

Website & Social Media

Burren Forts Ltd’s website (www.caherconnell.com) is one of our primary channels of communication providing information on Burren Forts Ltd services. We will listen to your comments on the quality of the website and continue to improve it to meet our client’ requirements.

You can provide website feedback via email to info@caherconnell.com. We use our social media channels to provide ongoing and time sensitive service updates you can access these via the relevant icons on the top of our webpage www.caherconnell.com.

Communication with our clients

Burren Forts Ltd handles all telephone, mail, and email queries related to our client services and corporate operations. We are committed to treating all clients fairly and consistently. Our service standards are as follows:: We will:

1. Answer your telephone queries promptly and politely
2. Identify ourselves clearly when we speak with you.
3. Provide routine information on request
4. Acknowledge all correspondence (both mail and email) within three working days of receipt.
5. Issue a full response to all correspondence within fifteen working days. If a full response is not possible within that time, we will send an interim reply explaining the delay and advising when you can expect a complete response.
6. Send an automated email response when staff are out of the office.
7. Write all replies in clear, simple language.
8. Include a contact name, telephone number, and email address in all written correspondence.

Complaints

If you are not satisfied with the service you have received please discuss this with the staff member you have been dealing with. If you prefer, or if you feel the issue is still not resolved, you can address your complaint to “The Manager, Burren Forts Ltd, Caherconnell, Carron, Kilfenora, Co Clare. or to info@caherconnell.com.

All complaints will be:

1. Acknowledged within 3 working days and responded to within 10 working days
2. Dealt with in a fair and appropriate way
3. Treated in confidence unless a complainant wishes otherwise
4. If we have made a mistake we will attempt to rectify it as quickly as possible and offer an apology.

Equal Status Policy

We are fully committed to providing a service that is accessible and relevant to all our clients. We actively consult with clients to assess their access needs and provide ongoing staff training to support this Equal Status Policy.

Some of our activities are physically demanding by nature. Each customer is responsible for accurately assessing their own suitability to participate in these activities before visiting the site or making travel arrangements.

If you believe you may face challenges in undertaking physically demanding activities, you must consult with us and disclose any relevant information before your visit. This helps us ensure your safety and comply with health and safety requirements.

We do not accept responsibility for any inaccurate or incomplete self-assessments of suitability for physically demanding activities.

Feedback

We regard feedback as the key to understanding the needs and expectations of our clients. We welcome your comments, suggestions and views on any aspect of our services as we believe this will help us to serve you better. We will:

• Respond to feedback received via info@caherconnell.com
• Encourage staff to use their day to day contact with clients to gather feedback on quality of service provided
• Conduct an annual client services review
• Measure our client satisfaction levels through client surveys.

Privacy & Confidentiality

All information, both personal and business, provided by you, will be dealt with in total confidence and in a manner that respects your dignity

Help Us to Help You

You can help us improve our service by:

• Sharing your comments and suggestions about our service.
• Reporting any issues as soon as they arise to info@caherconnell.com.
• Taking part in any client surveys we conduct.
• Providing all the information we need to assist you.
• Arriving on time and treating our staff and other customers with courtesy.

In return, we ask that you:

• Follow the regulations and policies that apply to Burren Forts Ltd services.
• Treat our staff with respect and courtesy.
• Respect the rights of other clients.
• Deal with us honestly and fairly.
• Show understanding when an issue is beyond our control

Should you in our opinion fail to adhere to these behavioural standards we will refuse to serve you or request that you leave our site immediately.