Official Complaints Procedure


All queries/complaints should be made in the first instance at departmental level. Staff are trained to answer your queries/complaints and every effort is made to resolve them promptly and efficiently.  





To make a complaint

You can report a range of issues without using our formal complaints procedure and this is usually the quickest way to get your issue resolved. Click here to report


Still wish to continue?

We understand that sometimes our customers might need to let us know when they are unhappy with a service. You can simply use the official complaints form attached at the bottom of this page or by contacting us via email, letter or through the citizen hub. If not using the official complaints form your complaint must state that it is an official complaint.

If needed, staff can provide assistance to the person making the complaint, with the assurance that the complaint will be treated sensitively and confidentially as far as possible.


What happens next?

We will register your complaint and ensure that it is directed to the Complaints Officer in the relevant department. We will send you a formal acknowledgement within 7 working days and the relevant department should issue a response to you within 28 days. Every effort is made to resolve complaints promptly and efficiently.


What should I do if I am not happy with the response?

If you are not satisfied with the way your complaint was handled, you can appeal the decision of the Complaints Officer to the Senior Executive Officer of the department handling your complaint who will have full responsibility for reviewing all appeals. You can request this by contacting 

The appeal process will be completed within 28 days of receipt of the appeal.


I am still unhappy with the decision – what now?

If you are not satisfied with our response, you may refer your complaint to the Office of the Ombudsman.  The Ombudsman is fair, independent, and free to use. 

The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint).  The best way to contact the Ombudsman is by:

  • Online here: ‘Make A Complaint’
  • Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773 or 
  • Calling the Ombudsman on 01 639 5600 if you have any queries or if you need help making your complaint.

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