Complaints Procedure
Customers First
One of North Down Borough Council's 3 corporate priorities is to "provide high quality and good value services and facilities that address the needs of our citizens".
When Things Go Wrong
We try to serve the Council's customers as efficiently and courteously as possible but things can sometimes go wrong. When they do, please let us know. We welcome your complaints as an opportunity to improve the quality of service we offer our customers.
Let us know about any problems, if for example you think:
- We have failed to do something
- We have done something wrong
- We have treated you unfairly or discourteously
- Finally, let us know if you have a problem with the service that we provide - after all if you don't tell us, how can we improve?
How to Complain
In person: the quickest way to get the problem sorted out is by explaining it to the member of staff at the point of service. They will do their best to sort out your complaint. You may also visit our offices at the Town Hall, Bangor.
In writing: you may wish to put your complaint in writing, to North Down Borough Council, Town Hall, The Castle, Bangor BT20 4BT, fax (028) 9127 1370 or e-mail your complaint to enquiries@northdown.gov.uk
By telephone / textphone: if you prefer, you can complain by telephone or textphone. Please contact the switchboard on telephone 028 9127 0371 or textphone 028 9127 4920.
On audio-cassette: you may record your complaint on audio-cassette and send it to the Town Hall.
Assistance
If you need assistance or feel you are unable to complain yourself, then someone, a friend or relative, may make the complaint and act on your behalf.
What Happens Next?
Stage 1
Our aim is to resolve your complaint as quickly and easily as possible. The person you first contact will aim to resolve your complaint. If this is not possible, or the matter is a complex one, it will be referred to the appropriate Service Manager for investigation.
If your complaint is in writing, or you ask for a written reply, a reply will be sent to you within 7 working days of receiving your initial complaint.
If your complaint is made in person or by telephone and cannot be resolved immediately, it will be passed to the relevant Service Manager and you will receive a verbal response within 2 working days.
If the matter is more complex or we need to contact other organisations, it may take longer to investigate properly. If this is the case, we will still respond to your complaint within 2 working days if your complaint is in person or by telephone, or within 7 days if you complaint is in writing. We will let you know:
- What action is being taken
- Who is dealing with the matter
- When you can expect a full reply
- You will be provided with information outlining the next stage of the process and the name of the Director of the relevant Department if you wish to take your complaint further.
Stage 2
If you are still dissatisfied, you may write to the Director of the relevant Department, or you may ask that your complaint be forwarded to the Director. The Director will then make a detailed investigation and respond in writing to your complaint.
You will be advised on how to proceed if you are still dissatisfied.
Stage 3
If the second response to your complaint is not satisfactory, you may write to the Chief Executive and Town Clerk, who will review your case and respond to you in writing.
Taking Your Complaint Further
If you are not happy with the final response that you receive from us, you may ask the Parliamentary Commissioner for Administration, ie the Northern Ireland Ombudsman, to investigate your complaint. The Ombudsman will not normally initiate action until the Council has completed an investigation using its own complaints procedure.
The Ombudsman can be contacted at:
The Ombudsman, Freepost BEL1478
Telephone 028 9023 3821 or freephone 0800 343424.
