Make a formal 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 formal complaint about the website, nidirect will carry out a full and fair investigation of your complaint, respecting your right to confidentiality.
What a formal complaint is
A complaint is when you are dissatisfied with any aspect of the service you receive from the nidirect website, and you wish to raise this formally.
What a formal complaint is not
A formal complaint is not for suggesting improvements to the nidirect website, such as:
- reporting a problem
- leaving feedback
- asking a question
For these you should use the blue ‘Help improve this page – send your feedback’ banner at the bottom of this page.
How to make a formal complaint
Stage one
You should give details of your complaint in writing to nidirect's Head of Central Editorial Team either by:
email: nidirectwebsitecomplaint@finance-ni.gov.uk
or
Post:
Head of nidirect Central Editorial Team
Digital Engagement and Communications
Digital Security and Finance Shared Services
Craigantlet Buildings,
Stormont Estate
Belfast,
BT4 3SX
The Head of the Central Editorial Team will acknowledge your complaint within three working days of receipt.
An investigation will be carried out, and the aim is for a full response to be issued within 10 working days of the complaint being received.
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 Security and Engagement Director. The Director can be contacted at the addresses given below:
email: nidirect.accountmanagement@finance-ni.gov.uk
or
Post:
Director of Digital Security and Engagement,
Digital Security and Finance Shared Services,
Craigantlet Buildings
Stormont Estate
Belfast
BT4 3SX
The Director of Digital Security and Engagement 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 because 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