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There are several ways to make a complaint, comment or give a compliment.
Email us: complaints@belfastcity.gov.uk
Write to:
Complaints
Freepost
Belfast City Council
BT1 5BR
Please read our policy for more information on how we deal with complaints, comments and compliments.
We have a three-stage procedure to deal with complaints.
Contact the relevant service or submit the 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.
If you are unhappy with the outcome of your complaint, please contact the service complaints officer to escalate 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.
If you are unhappy with the stage 2 investigation, you can contact the Complaints Office.
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.
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 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.
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.
Usually, the ombudsman will only consider your case if it has already been through our complaints procedure.
You can call the Northern Ireland Public Services Ombudsman (NIPSO) on 028 9023 3821 or write to:
Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
NIPSO may not investigate your complaint if it is more than six months since the complaint’s closure.
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.
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.
The Freedom of Information Act 2000 makes it easier for you to get information about us.
Contact us about a complaint, comment or compliment.