Newtownabbey Borough Council - Customer Relations: Complaints

In This Section:

Complaints

We welcome your comments on Council services and we try to get things right first time. However, if something is not resolved to your satisfaction you have the right to make a formal complaint. This procedure is set out below:

Your complaint will be:

Dealt with as quickly as possible
Handled fairly and politely; and
Investigated fully

What is a Complaint?

"A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council or its staff affecting an individual customer or group of customers." (Commission for Local Administration)

Exceptions

There are some things which should be dealt with in accordance with other procedures such as:

Straightforward requests for service, eg, reporting a stray dog, asking for the toilets to be cleaned, broken park equipment, noisy neighbour complaints or a bin collection request. These should be made direct to the service department and should be responded to within the Council's charter standards. View the service standards.
Comments and suggestions eg. request to be included in alcohol free zone, comment about free leisure facilities for OAPs. These should be directed to the appropriate service. View the A-Z of services.
Requests for information, general queries or an explanation of Council policy or practice.
Matters for which there is a right of appeal and/or a legal remedy, eg insurance claims and rights of way cases, dealt with by the Council's admin section.
Complaints concerning other organisations - these should be passed on to the relevant body or the local Councillor. Visit our listing of local Councillors.
Allegations of child abuse, to be dealt with through the Child Protection Policy. See our Child Protection Policy.
Human Resources issues eg. recruitment practices, which should properly be dealt with under other Council policy and procedures.
Dissatisfaction with a policy made by Council - these will be dealt with by the Chief Executive.
Complaints concerning Councillors or those that allege financial impropriety - these will be dealt with by the Chief Executive.

How Can I Complain?

The Council wishes to be as flexible as possible in receiving complaints. Customers can complain:

By using the complaints comment cards/ comment boxes
By email (info@newtownabbey.gov.uk
By our online comments form)
By letter
By phone (028 9034 0000)
In person at Mossley Mill, at Bruslee or the leisure centres
Via a local Councillor

Stage 1 - Your Complaint Is Investigated

This will then be forwarded to the appropriate department to deal with the complaint. We will acknowledge your complaint either in writing or by phone within 3 working days and aim to resolve the complaint within 10 working days. If this target of 10 days cannot be met, you will be informed of the delay, the reason for the delay, and the new target for responding.

Stage 2 - My Complaint Has Been Investigated But I'm Still Not Satisfied

At this stage the complaint will be dealt with by the Customer Relations Officer in conjunction with the appropriate Director of the Department. Again we will acknowledge your complaint within 3 working days and aim to resolve the complaint within 10 working days. If this target of 10 days cannot be met, you will be informed of the delay, the reason for the delay, and the new target for responding.

I'm Still Not Happy With the Response

If your complaint has still not been settled to your satisfaction, the Chief Executive may refer you to the Commissioner of Complaints known as the Ombudsman.

Our complaint procedure does not remove the right to complain to the Commissioner of Complaints known as the Ombudsman. However, the Ombudsman will normally expect you to have used the Council's complaints procedure first.

The Ombudsman is completely independent of Newtownabbey Borough Council and of Government and the service is free.

If you feel that your complaint has been dealt with unsatisfactorily please contact the Northern Ireland Ombudsman: Freephone: 0800 343424, switchboard: 028 9023 3821, fax: 028 9023 4912, email: ombudsman@ni-mobudsman.org.uk

In writing to: The Ombudsman, FREEPOST BEL 1478, Belfast BT1 6BR By calling in person between 9:30am-4:00pm at: The Ombudsman's Office, Progressive House, 33 Wellington Place, Belfast, BT1 6HN

For more information on the Northern Ireland Ombudsman visit their web site on http://www.ni-ombudsman.org.uk