Making a complaint

Complaints regarding approved businesses

Fáilte Ireland’s National Quality Assurance Framework (NQAF) aims to provide consumers with easily identifiable symbols and standards of service they can trust. However, we accept that on occasion you may feel dissatisfied with the standards or the levels of service provision you have received.

Fáilte Ireland does operate a complaints process via our service provider for the provision of assessment, registration and classification services in tourist accommodation.

Your complaint will be forwarded to the operator, requesting that management respond directly to you within the next two weeks. The operator is also requested to send a copy of their reply to our service provider so that we know the matter has been dealt with.

The aim of this process is to facilitate a dialogue between the consumer and the tourism business so that a satisfactory resolution, for both parties, might be found and agreed. This is achieved in the vast majority of cases.

Fáilte Ireland’s remit under the NQAF is to monitor and assess Statutory sectors and approved tourism accommodation business against the published standards. Browse each sectors’ standards for more information.

While Fáilte Ireland does have a role in assessing to the published standards, the legal contract of sale is between the consumer and the tourist accommodation business.

If you feel that you have an issue with the service received, you may, of course, complain directly to the business you have been dealing with, where we would hope that any problems can be resolved.

Subsequently, you may also wish to contact the Competition and Consumer Protection Commission or The European Consumer Centre.