Complaints

Within the resources available to us we aim to provide effective products and services which meet or exceed your expectations. However, sometimes things go wrong. If you are dissatisfied with any product or service provided by us we want to hear from you straight away. We welcome this as an aid to improving what we do.

You can contact CCEA's Complaints Manager, Heather Clarke, in a number of ways.

Online: Complaint Notification Form
Email: hclarke@ccea.org.uk
Writing: Heather Clarke, 29 Clarendon Road, Clarendon Dock, Belfast BT1 3BG
Telephone 02890 261244
Text Phone 028 902 42063

Reports

CCEA records all formal complaints and monitors the management of these complaints in relation to our Customer Charter Standards. Business Assurance reviews how quickly a response is issued to a complaint and how quickly it is resolved. In our Customer Charter we commit to providing at least an initial written response to Complaints within 5 working days and a substantive response within one month of receipt. We also aim to achieve resolution of the complaint as quickly as possible. Analysis of the progress and management of all formal complaints is undertaken quarterly.

January to December 2007PDF, 30K

Complaints Feedback Analysis

CCEA is committed to ensuring a high standard of performance in our complaints process. As such, CCEA regularly gathers customer views on the complaints service we provide which will provide us with information that will help improve our service to customers. This information is gathered by customers either submitting feedback through the on-line complaints feedback form or by the Business Assurance Team writing out to all complainants to request feedback on their experience of our complaints procedure.

Downloads

How To Make a Complaint LeafletPDF, 490 KB

How To Make a Complaint Leaflet - Irish versionPDF, 1.54MB

Did we handle your complaint well? Word Doc, 32K (NB. to be completed and returned by email or post)

Please note: Should complaints be unresolved following internal CCEA investigations, complainants may avail of an independent review of their complaints. In these circumstances, contact details for independent reviewers will be made available to complainants.