Page 25 - 34286 - Spring 2026 Together Magazine

HAVE A

COMPLAINT?

h
y
If you’re unhapp w it o ur service, please
t
e
le u s k now. We ar h er t o h elp. What happens next?
e

We will act on issues and concerns
n
which ca b e r esolved quickly and
.
Make it informally R esponse over the phone
or email within 5
w
orking days.
Right
e
t
1 Th e ntry poin t o t he formal
complaints process, which requires
a f ormal investigation by a s enior
Stage office o r m anager W . ritten response
r
One within 10 working days.
u
2 If yo a re dissatisfied with our n
response at Stage One, it ca b e
dealt with at Stage 2 b y A ssistant
l
Stage Director leve o r a bove W . ritten
Two response within 20 working days.

Stil U nhappy?
l
If yo a re still unhappy after yo h ave
u
u
u
completed our complaints process, yo c an
n
e
contact th N orther I reland Public Services
r
r
Ombudsman. Fo f urthe i nformation, go to
What is a c omplaint? www.nipso.org.uk
t
A c omplain i s a n e xpression of dissatisfaction,
,
however made a bout th s tandard of service,
e
action or lack of action by Clanmil, our
colleagues o r t hos a ctin o n o ur behalf,
,
e
g
affecting a r esident, grou o f r esidents o r o thers.
,
p
Y o u c an find
y
r
ou p olic o n
w
Ho t o c omplain: our website or
e
Y o u c an make a c omplaint by an c ommunication receiv a c opy
y
channe o f y ou c hoice, fo e xample: on request
l
r
r
:
Email c omplaints@clanmil.co.uk
Online w ww.clanmil.org.uk/customer-area/your-
:
tenancy/unhappy-our-service
y
In person: Speak to an m ember of staff
together magazine summer 2026 25