Complaining about how a TransportNI claim was handled

If, during or after the processing of a claim against TransportNI, you wish to complain about any aspect of how it was handled you can do so. Details of how to do this are contained in the TransportNI Customer Charter.

TransportNI Customer Charter

Internal complaints procedure

TransportNI Claims Unit (TNICU) aims to:

  • respond to all verbal complaints, those made by phone or during visits to us, by the end of the next working day
  • issue substantive replies to 95 per cent of written complaints, including faxes and emails, within 15 working days

If a full investigation is going to take longer, TNICU will let you know the reason and when you can expect a response.

Most problems can be sorted out by the Claims Manager of the TransportNI Claims Investigation Team that has been dealing with your claim. If you are not happy with the response at that level, you should write to the Head of TransportNI Claims Unit with full details of your complaint, at the address below:

Head of TransportNI Claims Unit
TransportNI Claims Unit
Department for Infrastructure
Clarence Court
10-18 Adelaide Street



Next steps

If you are still not satisfied with this response, you may complain in writing to the Office of the Deputy Secretary, TransportNI Headquarters at the above address.

Please note that this internal complaints procedure does not deal with complaints about TransportNI’s decision in a compensation claims case, as decisions can be contested through the legal process.

If you have received a reply from the Deputy Secretary and are still dissatisfied, you can ask a member of the Northern Ireland Assembly (not necessarily your own) to refer your complaint to the Northern Ireland Ombudsman. The Ombudsman will expect you to have used the procedure outlined above before referring a complaint.

You can contact the Ombudsman for advice by phoning 0800 343424 free of charge, or by visiting the Northern Ireland Ombudsman's website.

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