Why have a complaints procedure?

We are committed to providing a professional, fair, efficient, courteous and helpful service to anyone who comes into contact with Centre for Independent Living NI (CILNI).

However, if you believe that things have gone wrong and you are dissatisfied with the service you have received from us, we want you to tell us. Then we can seek to resolve your complaint, and also try to ensure it does not happen again.

Your complaint will be treated with strict confidentiality.

All complaints are recorded in a Register of Complaints.

How do I make my complaint?

  • If you want to make a complaint, contact the Director of CILNI. (If you think it more appropriate you can write to/contact the Chairman of the CILNI Board directly)
  • Make it clear what your complaint is about and provide information about what took place and when.
  • You, or your representative, can complain to us in writing, by fax, e-mail or by telephone. Let us know how you would like us to contact you about your complaint.
  • We will try to deal with your complaint in full within 15 working days of receiving it. If we can’t do this, we’ll let you know what we’re doing to deal with your complaint. We’ll also try and let you know when you will get a full response.
  • If you’re not satisfied, after we have dealt with your complaint or you think we haven’t dealt with it properly, you can contact the Chairman of CILNI Board of Management, who will look into it personally.
  • If you’re still unhappy with what we’ve done to deal with your complaint, you can appeal the outcome of the complaint. You can ask for a face-to-face meeting to discuss the complaint. You can ask a friend, representative or advisor to accompany you to the meeting.

How to contact us

If you wish to make a complaint please contact the Director, or Chairman, at

Centre for Independent Living NI
Linden House
Beechill Business Park
96 Beechill Road
Belfast BT8 7QN

Tel 028 9064 8546
Fax 028 9064 0598
Textphone 028 9064 0598
Email info@cilni.org

Please mark correspondence "Private and Confidential" and "For the attention of the Director" (or "For the attention of the Chairman" if more appropriate).