DoF Complaints Procedure

If you are unhappy with the quality of service you receive from staff in the department, we will endeavour to set things right.

Making a Complaint

The Department of Finance Complaints Procedure is designed to address any specific concerns our customers have that relate to the quality of customer service provided by Department of Finance staff.  This might include:

  • maladministration
  • delays in receiving information/responses within accepted timeframes
  • difficulty in contacting the correct office, branch or person
  • incorrect information or guidance issued by the Department
  • attitude and conduct of staff

Step One

You may raise your complaint with Departmental Complaints officer, who will acknowledge receipt of your complaint within three working days and assign your case to the appropriate business area. Business areas will provide a full response within 15 working days. If this deadline cannot be met, you will receive an explanation that will tell you when you can expect a full response.

Please provide as much information as possible along with contact details, such as your name, telephone number and postal address. 

You can make your complaint in the following ways:

In writing to:

Martin Monaghan
Central Support Team
Finance and Corporate Services Division
Department of Finance
Room 25, Dundonald House
Upper Newtonards Road
Belfast, BT4 3SB

Email: centralsupportteam@finance-ni.gov.uk
Telephone: 028 9052 0848

If you choose to send your complaint in writing, you should clearly state the reason for your complaint in the ‘Subject’ bar of your email, or at the top of your letter.

Under the Data Protection Act (DPA), we have a legal duty to protect any information you provide to us.  

Step Two

If you are not satisfied with the response you have received, you can refer your complaint to a Line Manager in the relevant Branch who has not been involved in the previous investigation.

Contact details for the relevant official will be provided along with the response you received from Step One. The manager will aim to reply within 15 working days. If this deadline cannot be met, you will receive an explanation that will inform you when you can expect a full response.

Step Three

If you are still not satisfied with our response, you can ask for your complaint to be reviewed by the Head of the Division concerned with your complaint.

If the Head of Division had been involved with the handling of your complaint at Step Two, the appropriate Director will review the complaint. Contact details for the relevant official will be provided along with the response you received from Step Two.

The official will aim to reply within 15 working days. If this deadline cannot be met, you will receive an explanation that will inform you when you can expect a full response.

Making a complaint about a specific division or agency within the department

Within the department, there are a number of divisions that have their own complaints procedure, click on the links below for more information.

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 NI Civil Service and its agencies means the Head of the Civil Service, Permanent Secretaries and anyone in a Grade 3/Deputy Secretary position (or equivalent level). 

Find out more about how to make a complaint about top management at the link below.

Northern Ireland Public Services Ombudsmen

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.

More useful links

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