HomeWhat happens after I complain?
We use the following procedure to deal with your complaints:Stage one
If you make a complaint, we'll get back to you within five working days.If, for any reason, your complaint is going to take longer than five days to sort out, we'll give you an explanation for the delay and a new target date by which you should receive a full response from us.
We'll also tell you the name and address of our service complaints officer if you want to take your complaint further.
Stage two
If you're not satisfied with our first response, you can write to our service complaints officer.We'll investigate your complaint further and you'll receive another response within ten working days from when we receive your letter.
We'll also tell you the name and address of the chief officer of the department concerned if you want to take your complaint further.
Stage three
If you're not satisfied with our second response, you can write to the chief officer of the relevant department.They'll look into your case and make a detailed investigation.
You'll receive a response within ten working days from when we receive your letter.
Taking it further
If you're still not happy with our final response to your complaint, you can ask the Northern Ireland Ombudsman to investigate further.The Ombudsman will normally only deal with your complaint if you've given us an opportunity to respond first.
The address is:
The Ombudsman
FREEPOST
Belfast
BT1 6BR
