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 complaints, comments and compliments form (link opens in a new window)

By email

Email us: complaints@belfastcity.gov.uk

By post

Write to:
Complaints 
Freepost
Belfast City Council
BT1 5BR

By phone

You can:

• call us on 028 9032 0202 and ask to speak to the relevant department, or
• call our Complaints office on 028 9027 0270.

Read our complaints, comments and compliments policy

For information on how we deal with complaints, comments and compliments, read our Complaints Handling Procedure. 

What happens when I make a complaint?

We have a two-stage procedure to deal with complaints, Frontline response and Investigation.

Stage 1: Frontline response

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.

Stage 2: Investigation

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. 

Taking a complaint further

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)

Getting help to make your complaint

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.

Your responsibility

As a customer of Belfast City Council, you have the right to expect the best possible services. If you complain, follow these guiding principles:

• Provide adequate details of your complaint.
• Explain why you are dissatisfied.
• Provide accurate details and supporting correspondence or other relevant supporting evidence.
• If there has been a delay in sending your complaint, explain the cause of that 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 want.

Freedom of Information

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

• Read more about Freedom of Information requests