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Complaints Procedure

Making a Complaint About NIACRO Services

 

NIACRO’s Complaints Procedure

 

NIACRO strives to provide good services. However, if at any time, you have cause to raise a concern about our services you may wish to know about our Complaints Procedure.

 

Who can complain?

 

Any individual who is a user of NIACRO services and not employed by the organisation.

 

What can I complain about?

 

Any aspect of the service you have received from NIACRO or any lack of service which you might reasonably have expected to receive by virtue of the organisation’s normal practice.

 

When Should I Complain?

 

As soon as possible but no later than 3 months after the event about which you are complaining. However, in exceptional circumstances NIACRO may relax this period.

 

Who do I complain to?

 

NIACRO would encourage individuals to contact the relevant Line Manager of the service about which you are complaining or, if you prefer, the Complaints Officer at NIACRO. You can submit your complaint either in writing or orally.

 

If I’m not satisfied with the outcome, what next?

You can appeal to the Chief Executive of the organisation who will examine your case in collaboration with members of the organisation’s Executive Committee and an independent advisor. The decision of the Appeal Panel is the final stage in NIACRO’s Complaints Procedure.

 

If all options have been exhausted, and you are still not satisfied, you can make a complaint to the Northern Ireland Public Services Ombudsman (NIPSO). Usually, before you bring a complaint to the Ombudsman about the service you have received from a public service provider, you will be expected to have exhausted the organisation’s internal complaints procedure. Further information on the process and how to make a complaint can be found on the NIPSO website.