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Our Purpose, Goals and Values Lisburn City Council aims to provide an effective and efficient service to all its ratepayers. If on occasions, the service is not as you would expect, the Council would like to know about it. Click here What is a Complaint, Comment or Compliment? Definition of a Complaint - "Any expression of dissatisfaction, however made, which alleges failure on the part of the Council to perform a function or provide a service, for which it has responsibility and that is in line with stated Council policies and procedures." Definition of a Comment - "Any expression, positive or negative, which does not constitute a complaint but relates to the services provided by the Council." Definition of a Compliment - "Any expression of praise or congratultions relating to the services provided by the Council." How do I record a Complaint, Comment or Compliment? Complaints, comments and compliments will be accepted in writing, by email, by telephone or via the website. If you wish to make your complaints, comments or compliment in writing, please use the attached form, which can be forwarded freepost to the Council you do not need a stamp to do this, or email the Council on enquiries@lisburn.gov.uk. What happens to my Complaint? The appropriate department should be able to provide a response to any incident. You will be advised within five working days of receipt of the complaint and its progress. If further investigation is required you will be kept informed of progress. All incidents are treated as confidential unless previoulsy agreed. What If I am not satisfied with the response? Lisburn City Council aims to solve your complaints as efficiently and effectively as possible. If you have received a reply, and are still dissatisfied with the response, you have the right to contact the Chief Executive of Lisburn City Council to review the case. If after this review you are still unhappy you may choose to pursue the matter by contacting: The Local Government Ombudsman
N.I. Commissioner for Complaints
33 Wellington Place
Belfast
BT1 6HN
Tel: 028 9023 3821
Web: http://www.ni-ombudsman.org.uk/ The Commissioner will expect complainants to exhaust the Council's procedure before carrying out any investigations. Please click here for your incident form to submit your comment or complaint. |
