Complaints will be administered in accordance with the Council’s Complaint Handling Procedures. The procedures will explain what does or does not constitute a complaint.
Making a complaint
You can make a complaint in a number of ways:
Make a complaint online by completing our complaints form.
By email: customerservices@midulstercouncil.org
In person at any of our Civic Offices:
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Cookstown Council Offices, Burn Road, Cookstown BT80 8DT
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Dungannon Council Offices, Circular Road, Dungannon BT71 6DT
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Magherafelt Council Offices, Ballyronan Road, Magherafelt BT45 6EN
By telephone: 03000 132 132
In writing: to any of the offices detailed above.
We have a two-stage process for resolving complaints.
Stage 1: Frontline Response
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Raise the issue with the relevant service. Officers will work with you to help find a resolution.
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We will respond to your complaint within 5 working days from when we’ve received the complaint.
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We will investigate the issue and will outline and agree the actions taken to resolve the complaint.
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If you are not content with those actions, you can move to stage two of the process.
Stage 2: Investigation
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We will consider the complaint at this stage based on the referral from stage one.
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We will acknowledge the complaint within three working days from date of receipt of the complaint moving to stage two.
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We will provide a full written response to the complainant no later than 20 working days from date of receipt of the complaint unless an extension to the timeframe is required.
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In the response, we’ll confirm the outcome/actions taken to resolve the complaint.
Complaints will be administered in accordance with the Council’s Complaint Handling Procedures. The procedures will explain what does or does not constitute a complaint.
If you are still dissatisfied
If you are still dissatisfied with the response you have received from us at stage two, you may refer your complaint to the Northern Ireland Public Ombudsman (NIPSO), 33 Wellington Place, Belfast, Belfast. BT1 6HN
Freephone: 0800 3434 24
Email: nipso@nipso.org.uk
Website: www.nipso.org.uk