We want your help to improve the services you receive from Antrim and Newtownabbey Borough Council. You can find our service standards in the Customer Service Charter.
In any organisation, things can go wrong. Sometimes we may not even notice there’s a problem because people don’t tell us about it. That’s why we want to make it easy for our customers to contact us to sort out any problems.
Please don’t feel embarrassed or awkward when making a complaint. We want to hear from you.
But if you prefer not to make a complaint yourself, we are happy to accept complaints from someone else on your behalf.
What you can expect from us
We promise to take your comments and complaints seriously. We will find out if our service has failed you, explain why and wherever we can, put things right.
Complaints Procedure:
Stage 1:
You make a complaint to us
When you make a complaint it will be dealt with by the Head of Service responsible for the service you are complaining about. We will acknowledge your complaint in writing, by email or by phone within 3 working days and aim to resolve your complaint within 10 working days.
Stage 2:
We have investigated your complaint but you are not satisfied. Please let us know within 10 working days of your stage 1 response letter.
At this stage your complaint will be dealt with by the Director of the Department responsible for the service you are complaining about.
We will acknowledge your dissatisfaction within 3 working days and aim to resolve your complaint within 10 working days.
Stage 3:
We have further investigated your complaint but you are not satisfied. Please let us know within 10 working days of your stage 2 response letter.
At this stage your complaint will be dealt with by the Chief Executive.
We will acknowledge your dissatisfaction within 3 working days and aim to resolve your complaint within 10 working days.
If you are not satisfied with the Chief Executive’s response, you may then refer your complaint to the Northern Ireland Public Services Ombudsman.
For further details visit https://nipso.org.uk/nipso/