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Complaints, comments and compliments

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

Online

Fill in our online complaints, comments and compliments form

By email

Email us at complaints@belfastcity.gov.uk

By letter

Write to:

Corporate Complaints Office
Freepost
Belfast City Council
BT1 5BR

By phone

  • Call us on 028 9032 0202 and ask to speak to the relevant department.
  • Call our Corporate Complaints Officer on 028 9027 0270.
  • Use our text phone service on 028 9027 0405.

Complaints, comments and compliments policy

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

Download our complaints, comments and compliments policy (PDF - 298KB)

What happens when I make a complaint?

We have a three-stage procedure to deal with complaints.

Stage 1

Contact the relevant service or submit our complaints, comments and compliments form.

A service complaints officer will deal with your complaint.

We will respond within five working days.If we need longer, we will write to you to explain why and let you know when you can expect a response.

Stage 2

If you are unhappy with the outcome of your complaint, please contact the service complaints officer to raise your complaint.

We will respond within 10 working days. If we need longer, we will write to you to explain why and let you know when you can expect a response.

Stage 3

If your are unhappy with the stage 2 investigation, you can contact the Corporate Complaints Officer who will carry out a full review of your complaint.

We will respond within 10 working days. If we need longer, we will write to you to explain why and let you know when you can expect a response.

The complaint is upheld

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.

The complaint is not upheld

If your complaint is not upheld, you will receive an explanation from the department to set out the reasons for rejecting your complaint.

We will contact you shortly after your complaint is dealt with, no matter what the outcome is to get your views on how we handled your complaint.

Taking it further

If you are not happy with our final response, you can contact the Northern Ireland Ombudsman. This is an independent service. It is responsible for investigating complaints against government departments, agencies and public bodies.

The ombudsman will only consider your case if it has already been through our complaints procedure.

NIPSO may not investigate your complaint if it is more than six months since the complaint’s closure.

You can call the Northern Ireland Ombudsman on 028 9023 3821 or write to:

Northern Ireland Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN

Advocates

You can complain to us directly or appoint someone to act on your behalf. This may be a friend, relative, someone you trust or a voluntary agency.

 

Your responsibility

As a customer of Belfast City Council, you have the right to expect the best possible services. If you make a complaint, please follow our guidelines.

  • Provide adequate details about your complaint.
  • Explain why you are dissatisfied.
  • Provide accurate details and supporting correspondence or relevant supporting evidence.
  • If there has been a delay in sending your complaint, please explain the reason for the delay.
  • Explain what you believe to be a satisfactory outcome of the complaint.
  • Treat our staff with respect and good manners at all times.
  • Accept that we will act fairly and promptly in dealing with your complaint.
  • Be reasonable and open-minded and listen to our explanations.
  • Be realistic. It may not always be possible to achieve the outcome that you expect.

Freedom of Information

The Freedom of Information Act 2000 makes it easier for you to get information about us.


Contact us
Complaints
028 9027 0270