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Complaints Procedure

Advice NI Complaints Procedure

Advice NI is committed to providing a high standard of service and to continuously improving this service.  However, we recognise that there may be times when we will not live up to your expectations or our promises.  When this happens we ask you to tell us so that we can deal speedily with the problem. 

Your comments are important.  Not only do they allow us to improve our individual service to you, they also help us to enhance our services in general.

Advice NI aims to provide high quality services to our members and other agencies and individuals in the voluntary and community sector. 

If you are unhappy about any of our services, we undertake to deal quickly and effectively with the matter.  Firstly we suggest that you contact the member of staff concerned / member of staff responsible for area of concern to see if the problem can be resolved to your satisfaction.  Advice NI will do everything it can to put things right including reviewing procedures to stop problems happening again.

If you are not happy with the response, or if you are not sure which member of staff to contact, please follow the steps outlined below:

  • All complaints should be made to the Director (or designated person in his absence) in writing by letter or email.  (See below for Advice NI contact details).  This will be acknowledged within three working days.
  • The Director (or designated person in his absence) will investigate the issues raised and let you have Advice NI’s response within ten working days.  Should the investigation require further time, an acknowledgement letter will be sent to you in the first instance, followed by a full response.
  • If you do not feel that the Director or designated person’s response is acceptable, you have the right to ask for your complaint to be referred to Advice NI’s Staffing & Resources Committee.  You will be advised of the date the committee meets and you may attend the meeting to make representation.  You may also bring someone with you if you wish for personal support.
  • You will be advised of the committee’s decision within five working days of its meeting. 
  • Committee’s decision is final.

Advice NI Contact Details

1 Rushfield Avenue
Belfast BT7 3FP

Tel. 028 9064 5919
Fax 028 9049 2313

Email Advice NI