How to make a complaint
We welcome complaints when you think our service was not of an acceptable standard. You can do this by phone, post, email or via our website. We will keep the information you give us during the complaints process confidential and will only make it available to members of staff who need it.
Complaints procedure
Stage 1 – Informal Complaint
Tell the relevant member of staff why you are not satisfied and they will try to resolve the matter. You can also contact us and tell us why you are not satisfied. If you are not satisfied with the response you can ask for the matter to be escalated to a manager.
Stage 2 – Formal Complaint
Should Stage 1 not resolve matters you can raise a formal complaint. To deal with such issues we require you to put your complaint in writing by using our Contact Us form. If you are unable to make a formal complaint using the Contact Us form then please phone us on 028 9044 6680.
We should issue a written response within 20 working days. However during election periods it will take longer.
Stage 3 – Review
If you believe that a mistake has been made in the way your complaint has been handled, you have the right to ask for your complaint to be reviewed. All reviews are conducted by a senior member of staff - to ask for a review we require you to put your request in writing by using the Contact Us form above.