You will usually have to use the organisation's internal complaints procedure before complaining to the Ombudsman. However, if you find this difficult you may be able to complain directly to the Ombudsman.

• How do I complain?
• Complaints about a government department or agency
• What happens next?
• What happens during the investigation?

How do I complain?

Check that the Ombudsman is able to investigate complaints about the organisation. You can  download the list of organisations the Ombudsman can investigate. You can also contact the Office of the Ombudsman if you are unsure.

You are usually only able to complain if you have used the organisation's complaints procedure. If you are still unhappy after using the organisation's complaints procedure you can complain to the Ombudsman. The easiest way to do this is to complete the Ombudsman complaint form.

You can also write a letter explaining your complaint. Make sure you state:

• the organisation you are complaining about,
• what you are complaining about,
• how you have suffered as a result.

Include any relevant correspondence/documentation along with your complaint. Contact an advice agency or the Office of the Ombudsman for help if you have difficulty in writing.

Send your completed complaint form or letter to:

The Ombudsman
Freepost BEL 1478
Belfast
BT1 6BR

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Complaints about a government department or agency

If you are complaining about a government department or agency the rules are different. This includes complaints about:

• Planning Service,
• Social Security Agency,
• Land & Property Services.

The Ombudsman can only investigate complaints about a government department or agency if the complaint is referred by a Member of The Assembly (MLA).

Send your completed complaint form or letter to your chosen MLA asking her/him to refer your complaint to the Ombudsman. All correspondence will then be sent to your chosen MLA. The MLA will keep you informed. Contact the Office of the Ombudsman if you have difficulty in identifying or contacting an MLA.

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What happens next?

Your complaint will be examined to check if:

• the Ombudsman has the power to investigate,
• the Ombudsman should investigate.

You should be told within a week whether the Ombudsman will investigate your complaint. The decision may take longer if there are:

• many valid documents involved,
• new or difficult issues raised by your complaint.

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What happens during the investigation?

The Ombudsman will usually send a summary of your complaint to the organisation concerned. The Ombudsman will ask them for:

• their comments,
• relevant documentation.

An Investigating Officer may speak to you or the organisation if the case is complicated.

If the Ombudsman continues the investigation there will be a detailed examination of every aspect of your complaint. This process is long and detailed, taking months rather than weeks. The Ombudsman aims to issue a detailed report within 12 months.

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