AccessNI advice and complaints

AccessNI provides advice and support to registered bodies and individuals requiring disclosure checks. To complain about AccessNI’s general service or turnaround times, you need to send a written complaint.

AccessNI customer support

You can contact AccessNI customer support for advice on:

  • completing an application for a disclosure
  • storing and handling a disclosure certificate
  • paying for AccessNI disclosures
  • raising a dispute about your certificate
  • making a complaint about AccessNI services
  • contact details for AccessNI 

You should log in to your AccessNI to track the progress of your application. Find out more about tracking applications.

How to complain

To make a general complaint you should contact AccessNI by letter or email. AccessNI does not formally record telephone complaints.

Your complaint is general if you’re dissatisfied with:

  • an aspect of the disclosure service
  • how AccessNI processed an application

For complaints about the information disclosed on your AccessNI certificate, you must raise a dispute with AccessNI.

An applicant or a registered body can use the complaints process. Your letter or email should include:

  • your name and personal details
  • reference number on the certificate you are complaining about
  • your counter signatory number if you are a registered body

Usually AccessNI will:

  • tell you that they have received your complaint within three working days
  • confirm who will deal with your complaint
  • confirm when you should receive a reply

Send your complaint by post or email. Make sure to include the reference ‘complaint’ on the letter or as the email subject.

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