feedback and complaints

Feedback and Complaints

arc21 are interested in your opinions. We will listen and, where appropriate, act upon your suggestions/comments.

We aim to provide a high quality, efficient and professional service and we are keen to continuously improve, but occasionally things can go wrong. If you wish to offer feedback or are not happy with our service there are a number of ways to raise an issue.

Informal Feedback/Complaints

If you wish to offer feedback or make an informal complaint, please get in contact as soon as possible with the person you have been dealing with. They are best placed to address any issue raised and sort out most problems. If you are still not satisfied, or feel unable to raise the matter with that person, please speak to their immediate manager.

Formal Complaints

If this does not resolve the problem, arc21 has a formal complaints procedure.

At this stage, your complaint and our response must be in writing including e-mail. We do not normally deal with this type of complaint verbally, as it is best to keep a written record. All you need to do is contact the department concerned in any of the ways listed below.

In writing to a member of staff in the relevant department at the address below:

arc21

Belfast Castle

Antrim Road

Belfast BT15 5GR

By e-mail to a member of staff in the relevant department or to info@arc21.org.uk

We aim to fully investigate all complaints and issue a response within 3 working days.

If you are unhappy with the response, you should write by post or e-mail to our Chief Executive at the contact address above. The Chief Executive will aim to send you a response within 10 working days of receiving your complaint. If our investigation is taking longer than this, then we will let you know when you can expect a reply.

If you remain dissatisfied following the Chief Executive’s response, you should write to The Chairman, arc21 Joint Committee, at the contact address above. The Chairman will arrange to have the matter investigated and will aim to send you a response within 10 working days of receiving your complaint. If the investigation is taking longer than this, then we will keep you informed of progress and let you know when you can expect a reply.

If you are still not satisfied you have the right for your complaint to be looked at by the Ombudsman. This is a free, confidential service but complaints must be put in writing. The Ombudsman is totally independent of arc21 but likes to see that you have tried to resolve your dissatisfaction with the organisation concerned before contacting him. The contact details for the Ombudsman are:

The Ombudsman

Freepost BEL 1478

Belfast

BT1 6BR