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 responds to telephone, mail and email queries relating to our client services and our corporate operation. At all times we will be fair in our dealings with you. Our service standards are as follows: We will:

1. Answer your telephone queries promptly and politely
2. Identify ourselves to you
3. Provide routine information on request
4. All correspondence (both mail and email) will be acknowledged within 3 working days of receipt
5. A full response to all correspondence will issue within 15 working days or where this is not possible, an interim reply will be given, explaining the reason for the delay and advising when a substantive response will issue
6. An automated email response will issue where staff are out of the office
7. Replies will be in a clear, simple language
8. Contact name, telephone number and email address will be included 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 as accessible as possible and relevant to all our clients. We will consult with our clients to ensure that their access needs are assessed and we will provide relevant staff training to support the Equal Status Policy.

Some of the activities we provide are by their nature physically demanding, it is the responsibility of the customer to make an accurate assessment of their own suitability for partaking in such activities before visiting the site or making travel arrangements in order to do so.  Customers who feel they may be challenged in undertaking such physical activity are required to consult with us and disclose any relevant information prior to visiting the site for health and safety reasons.

We explicitly do not accept any responsibility for customers inaccurate or incomplete assessments of their own 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 to improve our service to you by:

• Making comments and suggestions about our service
• Reporting any issues as they arise to info@caherconnell.com
• Participating in any client surveys we conduct
• Giving us all the information we need to help you.
• Being punctual and polite to our staff and other customers.

We also expect that in return you will:

• Observe the regulations & policies in place for the use of Burren Forts Ltd services
• Treat our staff with courtesy and respect
• Respect the rights of other clients
• Be fair and honest in your dealings with us
• Be understanding when an issue is outside of 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.