Complaints, comments and compliments

Update on our complaints handling procedure

Our current complaints handling process has three stages. On 1 January 2024 we will introduce a new, streamlined two stage procedure. Our offices are closed from 29 December 2023 to 1 January 2024. Complaints sent to us during this time will be received and recorded on Tuesday 2 January. We will deal with those complaints using our new procedure.

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 letter

Write to:
Complaints 
Freepost
Belfast City Council
BT1 5BR

By phone

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

Read our 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 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 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.

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.

• Read more about Freedom of Information requests