Step 1
The North Eastern Education and Library Board view all complaints as learning opportunties to improve the quality of service to all our customers. If you are unhappy about the service you have received from the Board you should make your complaint, in the first instance, by speaking to the person who is dealing with your problem or enquiry. Alternatively you may wish to complain in writing or by e-mail, or by using the feedback mechanism from the Board’s Web-Site at www.neelb.org.uk
If you do this please say:
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what the problem is
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what you have already done to try to solve it
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which officers you have dealt with
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what you want the Board to do now
It is a good idea to keep a copy of the letter you send. If you would prefer not to write, please contact us either by telephone, text phone or call in person to our offices.
Step 2
We hope that most complaints can be resolved at the first stage but if this is not the case and you still feel that your complaint has not been fully dealt with, contact the Head of the Department concerned. Again it is helpful if you can give the details in a letter but, if you prefer, you can telephone or visit our offices. The Head of Department may not be able to see or speak to you in person, but may delegate someone to speak to you.
Board Departments at County Hall
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Chief Executive’s Department – Chief Executive
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Administration Department – Chief Administrative Officer
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Education Department – Senior Education Officer
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Finance Department – Chief Finance Officer
County Hall, 182 Galgorm Road,
Ballymena, BT42 1HN
Teleplone: (028) 2565 3333
Text phone (028) 2566 2404
We aim to acknowledge all complaints within two weeks and you will receive one of the following:
A full reply should tell you:
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our conclusion about your complaint
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the reasons for that conclusion
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whether we accept that we are at fault and if we do,
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how we propose to put things right
Step 3
If you are still unhappy with the response you receive or the way you were dealt with, then you can write to the Chief Executive, Mr Gordon Topping, North Eastern Education and Library Board, County Hall, 182 Galgorm Road, Ballymena BT42 1HN. The Chief Executive will carry out his own enquiry and reply to you within 28 days.
You may prefer to raise your complaint through a Board member. Names and addresses of members of the North Eastern Education and Library Board may be obtained from the Board, telephone (028) 2565 3333, text phone (028) 2566 2404.
