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Complaints Procedure

Your right to complain

If you were unhappy please let us know.  Unfortunately, these things happen. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes. What you tell us helps to improve our service to you.

We will treat your complaint confidentially, seriously and quickly.

What can I do?
It is important to let the project know that you are unhappy and to give them the chance to put things right. Don’t be afraid to speak to the manager, he/she might be able to sort out the problem straight away. Otherwise, move to the more formal process.

Making a formal complaint

There are several ways to make a complaint. You can put the information in a letter and drop it into the projects office.   Complaints can be addressed to the relevant services manager. You can tell the project on the phone, email or face-to-face that you want them to investigate your complaint.

Your complaint will be investigated by the relevant manager under the direction of a senior manager.  If it is upheld, you will get a full apology and, where appropriate, be given details of any action that the project is taking to put things right. If you are not satisfied with the outcome, you can ask for a further review.

The project will aim to respond in full to your complaint within ten days.  However, if the issue is complicated, any delay will be explained and you will be kept informed of progress.

Send your complaint to
The Manager of the local Belfast Works project office.  You can also use the:

  • Complaint form – copy provided in your pack.
  • Send online by visiting https://www.surveymonkey.co.uk/r/LEMISplusMentoring.