What Do You Think of Our Service?

How to contact us We want to make it easy for you, our customers, Customer Why tell us? to give us feedback, ask questions, raise issues or make suggestions about council services. Comment Card Here are some ways you can contact us:

Because your views Speak to us by telephone will let us know the The main offices are open from 8.30am to 5pm, Monday to Friday.

things we’re doing Please call: 028 9034 0000 or 028 9446 3113 What do you l i

c right, identify things we Speak to us in person n

u think of

o The main offices are open from 8.30am to 5pm,

C could do better, and Monday to Friday.

g recognise staff who are

u Complete this Customer Comment Card our service? o

r doing a good job. Complete and tear off the Comment Card, o

B seal it and freepost it to us. Or you can place

S y it in any of the comment boxes at reception in R e Antrim Civic Centre, The Old Courthouse Antrim, R b E b Mossley Mill or any of our leisure centres. – a B n

Z w s A o e Write to us Please take the K t c – w i Antrim and Newtownabbey Borough Council J e v

L N r l y Mossley Mill, time to let us know. T

e l e Your feedback will help R d S i b Newtownabbey,

M b us improve. BT36 5QA t a r

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e y n Q o m m e w 5 p i o l o Email us e r t s t 6 e t s s w 3 Send your comments to r n u o e T DDDTTAAFTDDAAFDATFDAAADTDFATDDADDFFT F A C M N B [email protected]

Send us a text message 60777

Revised by Customer Services 2015 Let us know what you think Our complaints procedure Tell us what you think Your contact details If you would like us to contact you about your of our services What are you sending us? comments, please provide your details below. The procedure has three stages. We hope to (Please tick the relevant box) resolve most complaints at stage 1. We want your help to improve the services you Title: ...... Comment, enquiry or suggestion receive from Antrim and Newtownabbey Borough Stage 1 You make a complaint to us. It will be Council. You can find our service standards in dealt with by the section responsible for the Compliment First name: ...... service you are complaining about. the Customer Service Charter on our website Request for service (informal www.antrimandnewtownabbey.gov.uk Surname/family name: ...... We will acknowledge your complaint in writing, complaint) by email or by phone within 3 working days. In any organisation, things can go wrong. We aim to resolve your complaint within 10 Formal complaint Address: ...... Sometimes we may not even notice there’s a working days. problem because people don’t tell us about ...... Stage 2 We have investigated your complaint Please give full details it. That’s why we want to make it easy for our but you are not satisfied. Please let us know (Please include date, time and location if applicable) customers to contact us to sort out any problems. Postcode: ...... within 10 working days of receiving our stage 1 response letter...... Please don’t feel embarrassed or awkward Phone number: ...... when making a complaint. We want to hear At this stage, your complaint will be dealt with ...... from you. by our Customer Services Team or the director Email address: ...... of the department responsible for the service ......

you are complaining about. Signed: ...... But if you prefer not to make a complaint ...... yourself, we are happy to accept complaints We will acknowledge your dissatisfaction from someone else on your behalf. within 3 working days. We aim to resolve your ...... Date: ...... complaint within 10 working days...... How will my details be used? You can use this leaflet to: Stage 3 We have further investigated your ...... The information above will allow us to give n compliment us on something we have complaint but you are not satisfied. Please you feedback. Your information is covered let us know within 10 working days of receiving done right by the Data Protection Act 1998 and will our stage 2 response letter. If you are making a complaint, what not be passed to third parties for marketing should we do to resolve the issue? n tell us about a member of staff who has At this stage your complaint will be dealt with or any other purpose. been particularly helpful by the Chief Executive...... From time to time we may use your details We will acknowledge your dissatisfaction n let us know about something you think within 3 working days. We aim to resolve your ...... to give you further information or consult we have done wrong. complaint within 10 working days. you about our services. If you do not wish ...... to receive this information, please tick What you can expect from us If you are not satisfied with the Chief Executive’s here: response, you may then refer your complaint ...... We promise to take your comments and to the Northern Ireland Ombudsman. We will ...... complaints seriously. We will find out if our give you all the contact details you need in Where did you pick up this leaflet? service has failed you, explain why and, our final response...... wherever we can, put things right......