Complaints procedure

You can make your complaint in person, by phone, by email or in writing.
Council has a 2 stage complaints procedure.

Council will always try to deal with your complaint quickly.
But if it is clear that the matter will need in-depth investigation, Council will talk to you about this, agree a way forward and keep you updated on our progress.

Stage 1: Frontline response

Council will always try to respond to your complaint quickly, within 5 working days if we can.

If you are dissatisfied with Council’s response, you can ask us to consider your complaint at Stage 2.

Stage 2: Investigation

Council will look at your complaint at this stage if you are dissatisfied with our response at Stage 1.
Council also look at some complaints at this stage, if following discussion and agreement with you, it is clear that an in-depth investigation is needed.

Council will acknowledge your complaint within 3 working days. 

Council will confirm the issues of complaint to be investigated and what you want to achieve.

Council will investigate the complaint and give you our decision as soon as possible.
This will be after no more than 20 working days unless there is clearly a good reason for needing more time.

Northern Ireland Public Services Ombudsman

If, after receiving Council’s final decision on your complaint, you remain dissatisfied with the decision or the way Council have handled your complaint, you can ask NIPSO to consider it.
NIPSO will assess whether there is evidence of service failure or maladministration not identified by us which requires further investigation.
NIPSO will signpost you to alternative independent reviewers and provide contact details (where relevant).