Complaints standards for Northern Ireland
Information on our work to create a common set of complaints handling standards for all public bodies.
Complaints standards
Complaints standards are a set of procedures which explain to public bodies how they should deal with complaints. They are contained in our Model Complaints Handling Procedures, which have been created to help all public bodies handle complaints in broadly the same way.
We want complaints to be resolved quickly. Straightforward ones should be dealt with within 5 days, while more complicated ones should usually take no more than 20 days.
We're also aiming to transform the culture in public bodies so that complaints are seen as a tool to help improve services.
We're doing this by giving organisations support, advice, and training.