Useful Information
Complaints
Complaints Procedure
The Local Government Staff Commission aims to provide an effective and efficient service to all its customers.
If on occasions, the service is not as you would expect, the Commission would like to know about it.
What happens to my complaint?
The Commission aims to resolve complaints as efficiently and effectively as possible. On receipt of your complaint, it will be acknowledged. We aim to resolve your complaint within five working days. If the matter cannot be resolved within the five working days, you will be advised of this and given a target date by which you will receive a full response.
What if I am not satisfied with the response?
Should you not be satisfied with the full response when you receive it, you can have the matter reviewed by the Director or Chair of the Commission. The Director or Chair will review the complaint and issue a full response within 20 working days.
Following the review by the Director or Chair, if you are still unhappy with the final response, you can pursue the matter by contacting:
N.I. Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
Tel: 028 9023 3821
Web: www.nipso.org.uk
Email: nipso@nipso.org.uk
The Ombudsman will expect complainants to exhaust the Commission's procedure before carrying out any investigations.
Should you wish to make a complaint to the Commission please follow the guidance in our Complaints Procedure Guide.
Customer Complaints Information
The Commission adopted NIPSO's (Northern Ireland Public Services Ombudsman) Model Complaints Handling Procedure in January 2024.
As part of this, the Commission committed to publishing the following complaint handling information from 1 January 2024 on an annual basis.
1. Information on complaints outcomes and actions taken to improve services i.e. good practice and lessons learned quarterly.
2. Demonstration of the improvements resulting from complaints and show that complaints can help to improve our services.
3. A complaints performance update on our website on an annual basis which includes:
number of complaints.
complaint trends and the actions that have been or will be taken to improve services as a result.
lessons learned from complaints.