About the Board
Complaints Procedure

LETTING US KNOW
Please let us know if you think we have:-

  • failed to do something;
  • done something wrong;
  • acted unfairly or discourteously; or that the standard of service has been below the approved standards.

The Service Improvement Procedure is designed to address complaints and comments arising from any of the above circumstances.


MAKING A COMPLAINT

STAGE 1

Speak to the officer in the Board who is dealing with your enquiry or problem by telephoning or by making a personal visit.

If you wish to visit, we advise you to make an appointment with the officer involved.

You may also put your complaint in writing using the Complaints Form which is available from Board Offices, public libraries, youth clubs and schools or if it is more convenient you may write a letter.

STAGE 2

If you are unhappy about the response, you may write to the Chief Executive at the address below.

You will receive:-

  • an acknowledgement within 5 working days of receipt;

  • where possible a full reply within 28 working days of receipt.

If your complaint raises complex issues which cannot be answered within the 28 days the Chief Executive will write to you then to let you know the progress made.


YOUR COMMENTS INVITED

Our Service Improvement Procedures do not relate solely to complaints. You may have informative comments to make or helpful suggestions to offer as to how the Board might improve the quality of its services.
If so please contact us at:

South Eastern Education
and Library Board Headquarters

Grahamsbridge Road
Dundonald
Belfast
BT16 2HS

Tel: +44 (0)28 9056 6200
Fax: +44 (0)28 9056 6266/7

info@seelb.org.uk
 
 
This page last updated January 2003