Complaints/Customer Feedback

The NI Civil Service is changing for the better.  Reform is being implemented in order to deliver excellent services and meet continually rising expectations.  Account NI is a key component of that reform.

Standards

As a supplier, you can expect the following standards to underpin our dealings with you.

Efficiency

(a.k.a. "doing things right")

We aim to ensure that the service you receive is prompt.

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Effectiveness

(a.k.a. "getting things done")

We aim to ensure that the information and advice you receive is accurate, complete, consistent, reliable, clear and easy to follow.

Efficacy

(a.k.a. "doing the right things")

We aim to ensure that our staff are knowledgeable and professional, that what they communicate to you is relevant, useful and appropriate, and that they are proactive in meeting your needs.

Accessibility

We aim to ensure that it is easy for you to make contact by having different channels of communication available, and by keeping waiting and queuing to a minimum.

Courtesy

We aim to ensure that our staff demonstrate a good attitude, that they are helpful, polite, friendly, that they will give you their name, and make you realise that your queries are important to us.

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Flexibility

We aim to ensure that the service we offer is as flexible as we can make it in order to meet any specific needs that you may have.

At all times, you can expect us to be customer focussed, to maintain a positive working relationship with you, and to apply the highest ethical standards of public service, including the need to treat all information given to us in confidence as far as we can.

Contact

For queries regarding purchase orders and invoices, please contact the Account NI Service Desk on 0845 6713133, or email servicedesk@accountni.gov.uk.

You may phone us between 9.00 am and 5.00 pm Monday to Friday (voicemail is available outside of these times).  When you phone us we will aim to ensure your call is answered promptly.  If we cannot help you immediately we will log your call and pass it back to the relevant operational team who will contact you.

If Things Go Wrong - Complaints

We aim to provide a high quality, efficient and professional service, but occasionally things can go wrong and we are keen to learn from our mistakes.

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If you are not happy with either:

  • our service to you, or,
  • decisions we have made that affect the way in which we do business with you.

Please get in touch as soon as possible with the Service Desk, either by phone or in writing or by e-mail.  They are best placed to sort out most problems.  

If this does not resolve the problem, we will follow our complaints and disputes procedure.  We will ask you to submit your problem in writing or by e-mail if you have not already done so, we do not normally deal with complaints and disputes verbally, as it is best to keep a written record. You should write by post to

Customer Service Executive (Complaints) Service Desk
Account NI Goodwood House
44-58 May Street
Belfast BT1 4NN

or email servicedesk@accountni.gov.uk.

The Service Manager will undertake an investigation and will send you a full response within 10 working days of receiving your complaint or dispute. If our investigation is taking longer than this, then we will let you know when you can expect a full reply.

If you remain dissatisfied following the Customer Service Executive's response, you should write and ask for the matter to be referred to the Head of Service Management at the address given above (or by e-mail via the service desk as above). The Head of Service Management will arrange to have the matter investigated and will aim to send you a full response within 15 working days of receiving your complaint.  If the investigation is taking longer than this, then we will keep you informed of progress and let you know when you can expect a full reply.

Complaints or disputes that cannot be resolved at this level will be passed onto the Service Board (a joint Account NI and Departmental group). This is the highest level to which a complaint or dispute will be referred within the Account NI complaint and dispute procedure.

Your Comments – Customer Feedback

We are committed to providing our customers with a high quality service. To help us do this more effectively from time to time we will conduct satisfaction surveys by phone or email. However if you have any feedeback on the standard of the service we provide you do not have to wait for us to contact you. Please contact our Customer Service Executive (Feedback) @ servicedesk@accountni.gov.uk or by post at the above address.

While we welcome all feedback and customer suggestions on system improvement we may not always be able to action them. We will evaluate and respond to your feedback within 10 days.

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