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 and feedback are important to the organisation. Not only do they allow us to improve our service to you, but they may also help us to enhance our services in general. 

Advice NI aims to provide high quality services to the public, 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.

How to make a complaint

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 they can to put things right including reviewing procedures to stop problems happening again.  You will receive a response within a reasonable timeframe.

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 Chief Executive (or designated person in his absence) in writing by letter, email, or verbally where this is not reasonable. This will be acknowledged within three working days. If your complaint is about the Chief Executive, it should be sent to the Chair of Advice NI, (or designated person) who will acknowledge within three working days. See below email contact details for both and Advice NI's main contact details.
  • The Chief Executive/Chair (or designated person), commit to 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 of the outcome of the investigation within 28 days of acknowledgement of receipt of the complaint.
  • If you do not feel that the Chief Executive 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.
  • If your complaint is about the Chief Executive, you have the right for your complaint to be referred to an Advice NI’s Complaints Panel (made up of 4 board trustees not involved in the original investigation).
  • You will be advised of the date the panel 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. The committee’s decision will be final unless the committee deems it necessary to take complaint to the full board for ratification.

www.adviceni.net

Phone No: 028 90 645919

Email:  

Money and Debt Service and Business Debt Service 

If you have a complaint about our Money and Debt Service or our Business Debt Service and we can’t reach an agreement because we take more than eight weeks to send a final response, or you don’t think we have resolved your complaint, you can contact the Financial Ombudsman Service using their online form by visiting their website at www.financial-ombudsman.org.uk. 

If you are unable to use their online form you can print out a form, complete it and return it to the Financial Ombudsman by post or email.

Email: [email protected]

Post: FOS, Exchange Tower, London, E14 9SR

You can also phone them on

Phone: 0800 023 4567 or 0300 123 9123

You must refer your complaint to the Financial Ombudsman Service within six months of the date of our final response.

Complaints about Fundraising Activities

Advice NI follows the Code of Fundraising Practice, works in line with the code’s values, and is committed to the “Fundraising Promise” to meet the standards in the code. 

Code of Fundraising Practice | Fundraising Regulator

If your complaint is about fundraising activities, please follow the Fundraising Regulator guidance. Complaints | Fundraising Regulator 

If you are dissatisfied with the outcome of the investigation, you have the opportunity to refer the complaint to the Fundraising Regulator, within two months of your response.

Advice NI will keep a record of the details of your complaint, date received, details of investigation undertaken and a copy of all communications regarding the issue.  The record of your complaint will be kept for at least 24 months from the date your complaint was made.  In line with General Data Protection Requirements, (GDPR), you may request this information be destroyed at any time. 

Advice NI will cooperate fully with the Fundraising Regulator in the event that a complaint is referred to them and comply with any remedy they propose pursuant to paragraph 4.2. of the Fundraising Regulator terms and conditions of registration for charities. 

Terms and conditions of registration for charities | Fundraising Regulator