Complaints Procedure

How to make a complaint about the service provided by the Department of Education

• Our aim is to provide a high quality service at all times. However if you are unhappy with the service you have received either in terms of the quality of the service itself, or the manner in which it was delivered, we will try to put things right.
• If you wish to make a complaint, please provide details in writing to:

• We will thoroughly investigate all complaints, give you an explanation and make every effort to resolve the matter to your satisfaction.
• If we have made a mistake, or the Department has caused a problem, we will apologise.
• We aim to provide a full written reply to any complaint within 15 working days.
• If it takes longer to deal with the complaint, we will give you regular updates and keep you informed of our progress.
• If you are still unhappy following investigation of your complaint, the Permanent Secretary will review the matter and reply within 15 working days.
• If you remain dissatisfied, you may ask your Member of the Legislative Assembly (MLA) to refer your complaint to the Assembly Ombudsman for Northern Ireland at:

Tel: 028 90233821

Freephone: 0800 343424

Fax: 028 90234912

E-mail: ombudsman@ni-ombudsman.org.uk

Website: www.ni-ombudsman.org.uk

• If you have requested information under the Freedom of Information Act or the Environmental Information Regulations and are not satisfied with the Department’s response, you may ask for an internal review by writing to the Departmental Information Manager at:

• If you are not content with the outcome of the internal review, you have the right to apply directly to the Information Commissioner Office for a review of the original decision. The Information Commissioner can be contacted at:

Tel: 0303 123 1113

Fax: 01625 524510

E-mail: ni@ico.gsi.gov.uk

Website: www.ico.gov.uk