Customer Complaints
Leitrim County Council - Customer Complaints
Leitrim County Council recognises that complaints may sometimes arise with regard to the manner in which you consider your query has been dealt with by a member of staff. In this regard, we have put in place a customer complaints procedure which aims to ensure that such complaints are dealt with in a consistent, fair and transparent manner. Customer complaints will be investigated by the Customer Services Liaison Officer (see below) who is responsible for the implementation of our Customer Complaints procedure.
Complaints must be submitted in writing, via email, in person or by post to the Customer Services Liaison Officer. To facilitate you in making a complaint, please use the Complaint Form below. This form is also available in our public offices and libraries.
Customer Complaint Form English
Customer Services Liaison Officer
Leitrim County Council
Áras an Chontae
Carrick on Shannon,
Co. Leitrim
Email: customercomplaints@leitrimcoco.ie
The Customer Complaints Procedure:
Once received, an acknowledgement letter, confirming receipt of the complaint will be issued within 1 week of its receipt. This letter will provide you with an outline of the various stages which will be gone through in the processing of the complaint.
The Customer Services Liaison Officer will review all files on the matter and issue a decision within 4 weeks of receipt of the complaint. Where this is not possible, an interim reply will be issued setting out the reasons for the delay in responding.
Where a Customer Complaint relates to a specific staff member that person will be consulted in relation to the complaint.
Where a mistake has been made an apology and explanation will be offered and every effort will be made to rectify the matter.
Where a complaint highlights that our processes or procedures are deficient, every effort will be made to remedy the situation as quickly as possible.
If you are not satisfied with the response of the Customer Services Liaison Officer, you may lodge an appeal to the Senior Executive Officer, Corporate, Community and Cultural Services, Leitrim County Council, Aras an Chontae, Carrick-on-Shannon, Co. Leitrim.
If you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman. The Ombudsman is fair, independent, and free to use.
The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint). The best way to contact the Ombudsman is by:
- Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
- Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773 or
- Calling the Ombudsman on tel. 01 639 5600 if you have any queries or if you need help making your complaint.