0800 34 34 24

About Us
About Us
- Who we are, what we do
  
  Information about our organisation
- Annual Reports
  
  Financial statements, governance reports, performance reports.
- Corporate Information
  
  Strategic Plans, minutes of meetings, our Principles.
- Feedback
  
  Comments from people following our investigation into their complaints.
Make a complaint
Make a complaint
- Online complaints form
  
  Tell us about your unresolved complaint.
- How to make a complaint
  
  Advice on how to complain to a public body and what to do if you remain unhappy at the end of the process.
- How we deal with your complaint
  
  Information about our assessments and investigations
- Make a complaint about us
  
  How to make a complaint about NIPSO
For Service Providers
Information for Service Providers
- Information and Guidance
  
  Resources to help public bodies understand our role
- Complaints Standards
  
  Information on our work to create Model Complaints Handling Procedures for public bodies
Our Investigations
Case Decisions
- Reports and case summaries
  
  Investigations into complaints from the public
- Own Initiative Investigations
  
  Investigations we've launched on our own initiative
Other Resources
Resources
- Patient Safety
  
  Resources on the theme of patient safety in Northern Ireland.
- Vulnerability
  
  Information to help users experiencing vulnerability
- Publications
  
  Ombudsman Principles, Case Digests, Bulletins and more

New standards for dealing with complaints in local government

06 December 2022

Our Complaints Standards team are continuing to work with the local government sector in Northern Ireland to change the way they deal with complaints.

In recent weeks the team has met with representatives from a range of organisations to discuss how complaints can be dealt with quicker, and how the process can be made easier for everyone. The new system will mean all complaints have to be looked at within five working days. If it is not possible to resolve complaints within this timescale then a more detailed investigation should take place with the aim of completing it within 20 working days.

We are encouraging all public bodies to try and resolve complaints as early as possible, but also to make sure that they use them as vital sources of feedback to help them improve their services.

In the New Year, NIPSO will agree a model complaints handling procedure with the sector, which will then be rolled out across all local government organisations in Northern Ireland.

Mailing list subscription