Customer Care
Lisburn & Castlereagh City Council aims to provide an effective and efficient service to all its ratepayers and customers.
If on occasions, the service is not as you would expect, the Council would like to know about it.
This information tells you how to make a complaint and what happens after it is received. Complaints are dealt with through the Council's complaints handling procedure called the Customer Care Policy. Please click here for a copy of the Council’s Complaints, comments and compliments form.
If you do not have a complaint but would like to forward a comment or compliment, the Council will be pleased to receive it and there is a note below on how to do this.
What is a Complaint, Comment or Compliment?
Definition of a Complaint - "Any expression of dissatisfaction, however made, which alleges failure on the part of the Council to perform a function or provide a service, for which it has responsibility and that is in line with stated Council policies and procedures."
Definition of a Comment - "Any expression, positive or negative, which does not constitute a complaint but relates to the services provided by the Council."
Definition of a Compliment - "Any expression of praise or congratulations relating to the services provided by the Council."
How do I record a Complaint, Comment or Compliment?
Complaints, comments and compliments will be accepted in writing, by email, by telephone, via the website or in person.
If you have a complaint and you wish to make it in writing, you can complete the Complaints, comments and compliments form, place it in an envelope and send it to the following freepost address.
You do not need a stamp to do this:
Lisburn & Castlereagh City Council,
Chief Executives Office,
FREEPOST,
RTST-LJKZ-JRXY,
BT27 4RL
If you would like to email the Council with a complaint please contact us on: customercare@lisburncastlereagh.gov.uk
Telephone complaints should be made to Tel: 028 9244 7559.
What happens to my Complaint?
Lisburn & Castlereagh City Council aims to resolve complaints as efficiently and effectively as possible. On receipt of your complaint it will be directed to the appropriate department. You will be advised within five working days that your complaint has been received, how it is progressing and if it has been resolved. If the matter cannot be resolved within the five working days you will be advised of this and you will be given a target date by which you will receive a full response.
What if I am not satisfied with the response?
Should you not be satisfied with the full response when you receive it, you can have the matter reviewed by the Director of the Department concerned.
Following the review by the Director, if you are still unhappy with the final response you can pursue the matter by contacting:
N.I. Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
Tel: 028 9023 3821
Web: www.nipso.org.uk Email:nipso@nipso.or.uk
The Commissioner will expect complainants to exhaust the Council's procedure before carrying out any investigations.
Making a Complaint about the Conduct of a Councillor
All elected representatives serving on Lisburn & Castlereagh City Council must observe the Northern Ireland Local Government Code of Conduct for Councillors (the Code).
This Code sets out principles and rules of conduct which councillors must observe.
Should you have evidence that a councillor may have breached the Code of Conduct you can complain to the Northern Ireland Local Government Commissioner for Standards (the Commissioner). The Commissioner is independent of government and the Council and investigations are conducted at no cost to complainants.
Please click here to view a booklet on how to make a complaint.
You can obtain a complaint form, further information about making a complaint, and a copy of the Code from the Commissioner’s website by clicking here.
Comments and Compliments
The Council is pleased to receive comments and compliments from members of the public. If you would like to let us know your views on any matter or if you would like to compliment the Council you can do so using the form provided (link to this highlighted above) or the contact details below:
Telephone: 028 9244 7559.