Customer satisfaction is a key priority for the staff and management of Banbridge District Council. Therefore, we are committed to monitoring our performance in the provision of all our services. We want to make it easy for you to give us your views, ask questions and raise issues about the services we provide. All types of comments, whether good or bad, are important in helping us improve the quality of our services. All complaints will be handled by each Department both promptly and efficiently. Written complaints will be acknowledged within two working days. All complaints, which cannot be resolved immediately, will be investigated and a formal reply sent from the relevant Department within ten working days.  

How to submit a comment or complaint?
You can choose one of four ways to submit your comment or complaint:

Telephone	Our telephone lines are open Monday to Friday between 8.30am-5.00pm. Ring reception on 028 4066 0600 if you are unsure who can deal with your complaint or alternatively contact the relevant Department directly.
In Person	You can call into the Council's main offices at the Civic Building, Downshire Road, Banbridge on weekdays between 9.00am-1.00pm and 2.00pm-5.00pm.
In Writing	Write to Banbridge District Council at Civic Building, Downshire Road, Banbridge, Co. Down BT32 3JY or send a fax to 028 4066 0601. Alternatively, you can fill in a comment card located at Reception in any Council facility and place it in the comments and complaints box at that location.
Email	Send your complaint or comment to info@banbridge.gov.uk or complete the online comment form.

How are complaints handled?

Stage 1 First complaint	Submit your complaint to the Department or Section responsible for the service. Your complaint will be acknowledged within 2 working days. We will aim to resolve the complaint within 10 working days. In cases where the complaint needs further investigation you will be kept informed of progress on a regular basis.
Stage 2 My complaint has been investigated but I am not very satisfied.	If the Council Officer who is dealing with your complaint fails to resolve your complaint to your satisfaction, you should write to the Director of the Department at the above address. See 'Directors' on the Personnel page.
Stage 3 My complaint has been investigated but I am still not satisfied.	If your complaint has not been resolved to your satisfaction or you are not satisfied with the reply, you should write to the Chief Executive at the above address. The Chief Executive will review the information and investigate the case further. As soon as this investigation is complete, you will receive a letter informing you of his findings.
Stage 4 I am still not satisfied, what can I do?	If you are still not satisfied after you receive this letter from the Chief Executive, you may refer your complaint to the Northern Ireland Ombudsman. You can submit your complaint to in writing to: The Ombudsman, Freepost BEL 1478, Belfast BT1 6BR T: 0800 343424 E: ombudsman@ni-ombudsman.org.uk