How to make a complaint to Magherafelt District Council

Our aim is to provide the highest level of service to our customers but sometimes things can go wrong. As part of our service development programme under the Citizens Charter we believe our customers' views are important and complaints give us valuable information about the service we deliver. We aim to ensure that all complaints are properly investigated and. if justified, the necessary action will be taken to avoid a similar problem arising in the future.

How to make a complaint:

In The first instance your complaint should be made to the officer or department dealing with the matter which concerns you. If your complaint is of a serious or complex nature it would be helpful if you could put it in writing. Complaints can be made by telephone, in writing or in person - see contact persons.

What happens if I complain?

• Stage1: Wherever possible the number 1 contact person will try to deal with your problem at the point of service. The contact details of departmental staff can be found on the relevant pages on this site. Click on services here or in the menu for more information.
• Stage 2: If this is not possible the number 2 contact person will investigate your complaint and respond within 3 working days. If your complaint cannot be dealt with, within this period, you will be informed of the reason and revised target.
• Stage 3: If you are still dissatisfied with the way your complaint has been dealt with, you should contact the Head of Department. The Head of Department will then investigate your complaint and respond within 5 working days.
• Stage 4: If you are dissatisfied with the Head of Department's response you have the right to request the Chief Executive to review your case and take appropriate action.

If I am still not satisfied?

If you are still not satisfied you have the right of appeal to the Council (in writing to the Council Chairman). The Council will then review the officers response to the complaint and you will be informed of their decision. This is the final stage of the Council's complaint procedure.

If you are still unhappy with the outcome you can raise your complaint with the Ombudsman:

Northern Ireland Commissioner for Complaints, 33 Wellington Place, Belfast, Telephone: 0800 34 34 24 or (028) 9023 3821