Complaints To The Council

Council is committed to the provision of high quality services. Occasionally, things can go wrong. When this happens, we will investigate all complaints received and let you know the outcome.

As well as learning from complaints, we welcome any comments or suggestions to help us improve our services. You can do this by telling a member of staff about your comment or suggestion, or, by writing to us.

Making a Complaint, or Registering a Comment or Compliment

You can also send your complaint, comment or compliment by email, write to us, call or do it in person at any Council venue.

On-line

You can complete the on-line complaints form https://www.newrymournedown.org/complaints-form.

By Form

Pick up a Complaints form at any Council venue.  Download a Complaints, Comments and Compliments form here.

By Email

Email us at customer.services@nmandd.org

By Letter

By Phone

Call us and ask for the relevant department 0330 137 4000.

Complaints Handling Procedure

Our complaints procedure has three stages.

Stage 1: Frontline Resolution

Straight-forward complaints are usually dealt with at this stage.  Talking with staff will usually resolve things straight away, so we would ask you to initially raise the matter with the staff concerned.  We have up to 5 working days to respond.

Stage 2: Service Investigation

This stage is for more complicated issues, or if you are unhappy with how we dealt with your Stage 1 complaint.   You will receive a written response within 15 working days, from the Director of the service.  If the issue is complex, we may need more time.  If this happens, we will let you know how long it is likely to take.

Stage 3: Corporate Review

A Stage 3 complaint will be considered by the Chief Executive. She will carry out a full review of your complaint within 15 working days. You will receive a written response.

Still Dissatisfied?

The Northern Ireland Public Services Ombudsman is an independent body who can review the complaints made to us.  If you are unhappy with our response to your complaint, the Ombudsman can help.  You may contact the Ombudsman at any time, however the Ombudsman normally recommends that you give the Council an opportunity to deal with your complaint first.

Contacting The Ombudsman

Freepost: Freepost NIPSO, The Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
BELFAST
BT1 6HN

Telephone: 028 9023 3821 or Freephone: 0800 34 34 24
Text Phone: 028 9089 7789
Email: nipso@nipso.org.uk
or by calling, between 9am and 5pm, Monday to Friday at the above address.

Making A Complaint About The Conduct Of A Councillor

The Northern Ireland Local Government Code of Conduct for Councillors (the Code) sets out principles and rules of conduct which Councillors must observe.  If you have evidence that a Councillor or former Councillor, may have breached the Code, you can complain to the Northern Ireland Local Government Commissioner for Standards (the Commissioner).

The Commissioner is independent of government and the Council, and this service is free to complainants.  You can find out how to make a complaint in this leaflet, which also contains information on the Code and the process that applies to complaints received by the Commissioner.

Please click here to download leaflet.  Alternatively, you can obtain a complaint form, further information about making a complaint, and a copy of the Code from the Commissioner’s website: https://nipso.org.uk.