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.

How to make a complaint

You should provide details of your complaint in writing to the Head of Customer Services either by:

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.

If you’re not happy with the response

If you remain dissatisfied following the Head of Customer Services response, you should write and ask for the matter to be referred to the Director of Digital Shared Services, either by:

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.

Further action

If you feel the complaint still has not been resolved, you should write and ask for the matter to be referred to the Chief Executive Office (CEO) of Enterprise Shared Services, either by:

This is the final person within the Northern Ireland Civil Service who you can raise your complaint with.

The CEO 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.

Ombudsman

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

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