Complaints Policy and Procedure

At the Industrial Court of Northern Ireland, we are committed to delivering high-quality services. We welcome complaints as a valuable form of feedback, helping us learn and improve our services. We aim to resolve all complaints fairly, transparently, and as quickly as possible.

A complaint is:

“An expression of dissatisfaction, whether justified or not, about the standard of service, actions, or lack of action by the Industrial Court of Northern Ireland or its staff.”

This policy applies to complaints about:

• The quality or standard of service.
• Failure to provide a service.
• Delays in service delivery.
• The conduct of staff.
• Failure to follow proper procedures.
• Failures to meet standards in relation to Freedom of Information (FOI) requests

This policy does not cover:

• Appeals against Court decisions (which follow separate statutory procedures).
• Requests for information or routine service requests.
• Matters already subject to legal proceedings.

We want it to be as easy as possible for you to raise concerns. You can make a complaint in any of the following ways:

• Complete our Complaint Form and email it to: enquiries@industrialcourt.org.uk
• Telephone us: 02890 184326
• Write to us:
  Industrial Court of Northern Ireland
  4th Floor, James House
  Cromac Avenue
  Belfast, BT7 2JA

If you need help to make a complaint, please let us know. We can provide information in alternative formats (e.g., large print, Braille), and interpreters can be arranged if required.
We also signpost to Advice NI or other advocacy services for people needing support to make a complaint:

• Website: www.adviceni.net
• Telephone: 0800 915 4604

To help us deal with your complaint efficiently, please include:

• Your name and contact details
• A clear description of the issue, including relevant dates
• Copies of any relevant correspondence or documentation
• What you would like us to do to resolve the matter

Complaints should be raised within 6 months of the issue occurring.

We operate a two-stage complaints process as outlined below:

Stage 1 – Early Resolution

Timescale: Response within 5 working days (with a possible 5-day extension)

We aim to resolve straightforward complaints quickly and informally. When you contact us, we will:

• Listen to your concerns
• Try to resolve the issue promptly
• Acknowledge your complaint within 3 working days

If we cannot resolve your complaint within 5 working days, we may extend this by a further 5 working days, and we will inform you of the reason for the extension.

Stage 2 – Formal Investigation

Timescale: Response within 20 working days (with the possibility of further 20-day extensions)

If you are not satisfied with our Stage 1 response or prefer a formal investigation, we will:

• Acknowledge your formal complaint within 3 working days
• Appoint the Chairman of the Industrial Court (or an appropriate nominee) to investigate
• Agree the scope of the complaint with you
• Provide a full written response within 20 working days, or update you if more time is needed (with possible extensions in blocks of 20 days)

This response will include:

• Findings from the investigation
• Any actions we will take
• Your right to escalate to NIPSO if unsatisfied

This is the final stage of the Industrial Court’s complaints process. We will not normally revisit the matter unless new and relevant information becomes available.

The Northern Ireland Public Services Ombudsman (NIPSO) is the final stage for complaints about most public services in Northern Ireland, including the Industrial Court. NIPSO is an independent organisation that investigates complaints. The service provided by NIPSO is free. NIPSO is not an advocacy or support service (but other organisations, such as Advice NI, can assist you with advocacy or support).

If you remain dissatisfied after completing the Industrial Court’s complaints process, you can ask NIPSO to consider your complaint.

NIPSO generally expects complaints to be brought within 6 months of receiving our final response.

You can make a complaint online at:
www.nipso.org.uk

Or contact NIPSO directly:

Northern Ireland Public Services Ombudsman
33 Wellington Place
Belfast, BT1 6HN
Freephone: 0800 34 34 24
Email: nipso@nipso.org.uk
Office hours: 9am – 5pm, Monday to Friday
(Appointments recommended but not essential)

If your complaint concerns the way we have handled a Freedom of Information (FOI) request or your personal data, and you are dissatisfied with our response, you may also contact the Information Commissioner’s Office (ICO):

 Information Commissioner’s Office (ICO)
Wycliffe House
Water Lane
Wilmslow
Cheshire, SK9 5AF
Helpline: 0303 123 1113
Website: www.ico.org.uk

We value complaints as opportunities to learn and improve. The Industrial Court is committed to:

• Recording and monitoring all complaints
• Reporting annually on complaints received, trends, and outcomes
• Identifying recurring issues and implementing service improvements
• Sharing lessons learned with staff and, where appropriate, the public

We regularly review our complaints process to ensure it is fair, efficient, and accessible.

All complaints will be handled in line with our Data Protection Policy and the General Data Protection Regulation (GDPR). Information will be kept confidential and only shared where necessary to investigate and respond to the complaint.

For more, see our Privacy Policy.

This policy is:

• Available on our website
• Provided in alternative formats on request
• Highlighted in customer communications

For any queries about this policy or to submit a complaint, please contact:

Industrial Court of Northern Ireland
4th Floor, James House
Cromac Avenue
Belfast, BT7 2JA

Telephone: 02890 184326
Email: enquiries@industrialcourt.org.uk