Complaints, comments and compliments

There are several ways to make a complaint, comment or give a compliment:

• Online
• Email us at: complaints@midandeastantrim.gov.uk
• Write to us at:
  Chief Executive’s Office
  Mid and East Antrim Borough Council
  The Braid
  1-29 Bridge Street
  Ballymena
  BT43 5EJ
• Phone us on T: 0300 124 5000, select the applicable location option and ask to speak to the relevant department

Complaints Policy

For more information on how we deal with complaints, comments and compliments, please read our Complaints Policy.

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 may have breached the Code of Conduct you can complain to the Northern Ireland Local Government Commissioner for Standards (the Commissioner).  The Commissioner is independent of government and the council and her investigations are conducted at no cost 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.

You can obtain a complaint form, further information about making a complaint, and a copy of the Code from the Commissioner’s website. 

How we manage your complaint?

Informal resolution
We believe a complaint is best dealt with by those who provide the service.
We will respond at this stage within 5 working days. If longer is required, you will be advised as soon as possible with an explanation and revised date.

Formal resolution
Stage 1
If you are unhappy with the outcome of informal resolution you may wish to take the matter further my contacting the Complaints Officer in writing detailing why you are dissatisfied at the outcome.
The Complaints Officer will ensure that the complaint is fully investigated by the Head of Service.
We will acknowledge receipt of your complaint within 3 working days and will respond at this stage within 15 working days. If longer is required, you will advised in writing as soon as possible with an explanation and revised date.

Stage 2
If you are unhappy with the outcome of Stage 1 you can then contact the Complaints Officer who will carry out a full review of your complaint within 10 working days.
The Chief Executive will review all papers before a final decision is made and communicated to you. If longer is required, you will advised in writing as soon as possible with an explanation and revised date.
When requesting a stage 2 complaint investigation you will be requested to detail in writing why you are still not satisfied and your expectations from a further review.

Findings
If your complaint is upheld, you will receive an apology and explanation.  The error will be corrected where possible, or the satisfactory service will be provided as a matter of urgency.
If your complaint is not upheld, you will receive an explanation from the appropriate department to set out the reasons for rejecting your complaint.

Taking it further

If you are not happy with our final response you can contact the Northern Ireland Ombudsman who is responsible for investigating complaints against government departments, agencies and public bodies.
You can call the Northern Ireland Ombudsman on T: 028 9023 3821 or write to:

Northern Ireland Ombudsman
33 Wellington Place
Belfast
BT1 6HN