Have a Concern or Complaint?

We Want to Hear From You

At North Down Community Network (NDCN), we are committed to providing high-quality support, activities and services to our member groups, volunteers, service users and the wider community.

If something has gone wrong, or you are unhappy with any aspect of our work, we want to know so that we can put things right and improve our services.

What Can You Complain About?

You can raise a complaint about:

  • The quality of a service we provide

  • A decision we have made

  • Delays in responding or delivering support

  • The conduct of a staff member, volunteer or representative

  • Communication or service users issues

  • Any aspect of our work that has caused dissatisfaction

How Do I Make a Complaint?

You can contact us in whichever way is easiest for you:

📧 Email: manager@ndcn.co.uk

📞 Telephone: 028 91461386

📍 In Person: North Down Community Network, 5 Castle Park Road, Bangor, BT20 4TF

✉️ Write to Us:

North Down Community Network
5 Castle Park Road
Bangor
BT20 4TF

You can also ask a family member, support worker, advocate or representative to make a complaint on your behalf.

What Happens Next?

Stage 1 – Early Resolution

We will:

  • Acknowledge your complaint within 3 working days

  • Try to resolve the issue quickly and informally

  • Aim to provide a response within 5 working days

Stage 2 – Formal Investigation

If the matter is more serious or cannot be resolved immediately:

  • A formal investigation will take place

  • We may speak with staff, volunteers or other people involved

  • We may review records or documentation

  • We will normally provide a full response within 20 working days

If there is any delay, we will keep you informed.

If You Are Still Unhappy

If you remain dissatisfied with the outcome, you can request a review of the decision.

Your request should be made within 20 working days of receiving our response and explain why you remain unhappy.

A senior member of staff or Board representative who has not been directly involved in the complaint will review the matter.

Our Commitment to You

When you make a complaint, we promise to:

  • Listen carefully

  • Treat you with dignity and respect

  • Deal with your complaint fairly and confidentially

  • Keep you informed of progress

  • Learn from complaints and use feedback to improve our services

  • Ensure nobody is treated unfairly for raising a complaint in good faith

Your Feedback Helps Us Improve

Whether you are a member group, volunteer, service user, partner organisation or local resident, your feedback is important to us.

Thank you for helping us make North Down Community Network's services the best they can be.