Complaints To The Council

Complaints to Council

Council is committed to the provision of high-quality services. Our Complaints Handling Procedure reflects Council’s commitment to valuing complaints.  Occasionally, things can go wrong. When this happens, we will investigate all complaints received and let you know the outcome. We  will conduct thorough, impartial and fair investigations of customer complaints so that, where appropriate, we can make evidence-based decisions on each case.

You may find the following guidance useful in submitting a complaint.

Complaint Handling Procedure – Guide for Complainants here

Submitting your Complaint

You can complete our on-line complaints form, send your complaint by email, write to us, call, or do it in person at any Council venue.

Online

You can complete the on-line complaints form here

By Email

Email us at customer.services@nmandd.org

By Form

Download a Complaints form here

By Letter to

By Phone

Call us and ask for the relevant department 0330 137 4000.

Comments and Compliments

Council welcomes other feedback. Please tell us how you think we could improve our services. Anyone can give us their ideas or suggestions. We also enjoy being told when we get things right.

By Email: customer.services@nmandd.org

By Form: download a Comments and Compliments form here

Online: complete an online Comments and Compliments form here

Complaints Handling Procedure 

Our complaints procedure has two stages,

Stage 1: Frontline Resolution

Straight-forward complaints are dealt with at this stage.  Talking with staff will usually resolve things straight away, so we would ask you to initially raise the matter with the staff concerned.  We have up to 5 working days to respond.

Stage 2: Service Investigation

This stage is for more complicated issues, or if you are unhappy with how we dealt with your Stage 1 complaint.   You will receive a written response within 20 working days, from the Assistant Director of the service.  If the issue is complex, we may need more time.  If this happens, we will let you know how long it is likely to take.

We will always try to deal with your complaint quickly. If it is clear that the matter will need in-depth investigation, we will talk to you about this and keep you updated on our progress.

Still Dissatisfied?

The Northern Ireland Public Services Ombudsman is an independent body who can review the complaints made to us.  If you are unhappy with our response to your complaint, the Ombudsman can help.  You may contact the Ombudsman at any time, however the Ombudsman normally recommends that you give the Council an opportunity to deal with your complaint first.

Contacting The Ombudsman

Freepost: Freepost NIPSO, The Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
BELFAST
BT1 6HN

Telephone: 028 9023 3821 or Freephone: 0800 34 34 24
Text Phone: 028 9089 7789
Email: nipso@nipso.org.uk
or by calling, between 9am and 5pm, Monday to Friday at the above address.

Making A Complaint About The Conduct Of A Councillor

The Northern Ireland Local Government Code of Conduct for Councillors (the Code) sets out principles and rules of conduct which Councillors must observe.  If you have evidence that a Councillor or former Councillor, may have breached the Code, you can complain to the Northern Ireland Local Government Commissioner for Standards (the Commissioner).

The Commissioner is independent of government and the Council, and this service is free to complainants.  You can find out how to make a complaint in this leaflet, which also contains information on the Code and the process that applies to complaints received by the Commissioner.

Please click here to download leaflet.  Alternatively, you can obtain a complaint form, further information about making a complaint, and a copy of the Code from the Commissioner’s website: https://nipso.org.uk.