Internal review
In the event that the response to a complaint (made in person or in writing) does not satisfy the complainant, they can request that the complaint be reviewed by contacting:
Donna Knowles
Head of Central Management Unit
Room 20
Stormont House
Stormont Estate
BELFAST
BT3 4SH
She will retrieve any previous papers, acknowledge the application within two working days of receipt and assign to a reviewing officer.
The review must be completed within 20 working days of the NIO receiving the request for review. Reviewing officers will conduct a review and inform the complainant of the outcome. This will inform the applicant of their right to complain, through any Member of Parliament or to the Parliamentary Commissioner for Administration (the Ombudsman) asking for the matter to be investigated, if they remain dissatisfied following the outcome of the review and believe that maladministration (which includes rudeness, unwillingness to treat the complainant as a person with rights, refusal to answer reasonable questions, neglecting to inform a complainant on request of his or her rights, bias, faulty procedures, cavalier disregard of guidance) has taken place.
