DoF Customer Service Standards and Complaints Procedure

Customer Service Standards

The Department of Finance places high importance on the provision of quality services and we are committed to meeting the needs of all our customers. When you contact us, you will be treated with courtesy and respect at all times.

• DoF Customer Service Standards

How to make a complaint

You can make a complaint in person, by letter, email or by telephone. When you contact us it is important that you provide us with as much information as possible. This will help us to investigate your complaint as quickly and as efficiently as possible.

• DoF Complaints Procedure

Making a complaint about top management in the Department

If you are a member of the public or an external stakeholder and your complaint is about a staff member in top management of the Department, there is a different procedure for making a complaint.

Top Management in the Northern Ireland Civil Service (NICS) and its agencies means the Head of the Civil Service, Permanent Secretaries and anyone in a Grade 3/Deputy Secretary position (or equivalent).

• Making a complaint about top management in the Northern Ireland Civil Service (NICS)

Northern Ireland Public Services Ombudsman

If you don’t feel your complaint has been settled to your satisfaction, you can contact the Northern Ireland Ombudsman.

Visit the Ombudsman’s website to find out more.

• NI Ombudsman website

Details

If you need further information or advice, please contact:

Central Support Team
Corporate Services Division
Department of Finance
Floor 2, Building 2, Craigantlet Buildings
Stoney Road
Belfast, 
BT4 3SX

dof.corporateservicesdivision@finance-ni.gov.uk