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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
You can:
For information on how we deal with complaints, comments and compliments, read our Complaints Handling Procedure.
We have a two-stage procedure to deal with complaints, Frontline response and Investigation.
We aim to respond to complaints quickly (where possible, when you first tell us about the issue). This could mean an on-the-spot apology and explanation if something has clearly gone wrong, or immediate action to resolve the problem.
We will give you our decision at stage 1 in five working days or less, unless there are exceptional circumstances. If you are dissatisfied with our response, you can ask us to consider your complaint at Stage 2.
We will look at your complaint at this stage if you are dissatisfied with our response at Stage 1. We 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.
We will acknowledge your complaint within three working days.
If you are not happy with our final decision, you can contact the Northern Ireland Public Services Ombudsman (NIPSO). This is an independent organisation 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.
NIPSO's contact details are:
The Northern Ireland Public Services Ombudsman
33 Wellington Place
Belfast
BT1 6HN
Freephone: 0800 343424
Email: nipso@nipso.org.uk
Web: NIPSO (link opens in new window)
You can complain to us directly or appoint a representative to act on your behalf. This could be a friend, relative, person 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 complain, follow these guiding principles:
The Freedom of Information Act 2000 makes it easier for you to get information about us.
Contact us about a complaint, comment or compliment.