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Complaints, comments and compliments

  • Complain, comment or give a compliment

    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 Office on 028 9027 0270.
  • Complaints, comments and compliments policy

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

  • 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 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.

    Stage 2

    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.

    Stage 3

    If you are unhappy with the stage 2 investigation, you can contact the Corporate 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.

    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.

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

    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

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

  • 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

Contact us about a complaint, comment or compliment.

complaints@belfastcity.gov.uk

028 9027 0270

Belfast City Hall, Belfast, BT1 5GS

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