Make a complaint about the nidirect website
nidirect is committed to providing you with the highest levels of customer service and takes all complaints seriously. If you want to make a complaint about the nidirect website, we will provide a speedy response and a full and fair investigation of your complaint, respecting your right to confidentiality.
What a complaint is
A complaint is when you are dissatisfied with any aspect of the service nidirect provides to you.
What to do if things go wrong
Stage one
You should provide details of your complaint in writing to the Head of Customer Services either by:
email: nidirect.accountmanagement@finance-ni.gov.uk
Post:
Head of Customer Services Room
25 Craigantlet Buildings,
Stoney Road
Belfast,
BT4 3SX
- The Head of Customer Services will acknowledge receipt of your complaint within three working days
- An investigation will be carried out and the aim is for a full response to be provided within 10 working days of the complaint being raised
- If the investigation is taking longer than this, then you will be kept informed of progress and when you can expect a full reply
Stage two
If you feel the complaint still has not been resolved, the final internal escalation point is the Digital Shared Services Director. The Director can be contacted at the addresses given below:
email: nidirect.accountmanagement@finance-ni.gov.uk
Post:
Director of Digital Shared Services,
Enterprise Shared Services,
Goodwood House,
44-58 May Street
Belfast,
BT1 4NN
- The Director of Digital Shared Services will arrange to have the matter investigated and will aim to send you a full response within 10 working days of receiving your complaint
- If the investigation is taking longer than this, then you will be kept informed of progress and when you can expect a full reply
Stage three
The final escalation point for all complaints is the Northern Ireland Public Services Ombudsman.
The ombudsman deals with complaints from people who believe they have suffered injustice as a result of poor administration - or the wrong applications of rules by government departments and public bodies.
The ombudsman is the ‘last resort’, normally only investigating cases when the complainant has already exhausted the formal complaints procedure of the organisation concerned.
All complaints made to the ombudsman are treated in the strictest confidence.
You can find out how to complain to the ombudsman at this link:
• How to complain - Northern Ireland Public Services Ombudsman website