Make a comment or complaint to PRONI

PRONI welcomes your feedback on how to improve and develop their services. Let them know what they're doing well and what can be improved.

How to provide feedback

Send PRONI your feedback by using the Comment Cards available at the Search Room Helpdesk or at the Collection Point at PRONI offices in Belfast. Or contact PRONI by letter or email.

PRONI tries to give a high quality service at all times, but there may be occasions when problems do arise and you don't get the standard of service you expect.

Making a complaint

The procedure below explains how you can make a complaint, what you can expect when you do so, and what you can do if you are still dissatisfied.

PRONI procedure

In the first instance you should bring your complaint to the duty manager who will try to resolve the issue to your satisfaction informally.

If you are not satisfied, ask to speak to a senior member of staff, who will investigate your complaint.

You may prefer to put your complaint in writing to the Head of Public Services setting out full details of your complaint. Your complaint should be sent to:

Head of Public Services
Public Record Office of Northern Ireland (PRONI)
2 Titanic Boulevard
Titanic Quarter
Belfast
BT3 9HQ

Alternatively, you can email your complaint to the PRONI mailbox: proni@communities-ni.gov.uk.

Your complaint will be acknowledged within two working days of receipt. The Head of Public Services will issue a full response to you within 10 working days of receipt of your complaint.

If you are dissatisfied with the response you receive from the Head of Public Services, you may wish to address your comments to the Director of PRONI, either at the above address or email.

Department for Communities complaints procedure

The Department for Communities has a Departmental complaints procedure, details of which can be found on DfC's website.

Lodging a complaint or appeal about an FOI decision

You have the right to complain if you're unhappy with the way your request is handled, or with the decision which has been reached.

Internal review

The first stage in the complaints/ appeals process would be to request an internal review. The Freedom of Information (FOI) Appeals Manager will examine your application, looking at the handling of your application by PRONI staff, the information you wish to access, and consultation with the responsible authority.

Following this assessment, the FOI Appeals Manager may either revise or uphold the original decision.

Information Commissioner

If you are unhappy with the outcome of the Internal Review, you may wish to contact the Information Commissioner who will carry out an independent review of your application.

The Information Commissioner may either revise or uphold the original decision.

You can contact the Information Commissioner in any of the following ways:

In writing:

The Information Commissioner’s Office – Northern Ireland
3rd Floor
14 Cromac Place,
Belfast
BT7 2JB

By telephone: 028 9027 8757 / 0303 123 1114
By e-mail: ni@ico.org.uk

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What to do next

Comments or queries about angling can be emailed to anglingcorrespondence@daera-ni.gov.uk

If you have a comment or query about benefits, you will need to contact the government department or agency which handles that benefit. Contacts for common benefits are listed below.

Employment and Support Allowance

Call 0800 587 1377

Jobseeker’s Allowance

Contact your local Jobs & Benefits office

Personal Independence Payment

Call 0800 587 0932

If your query is about another benefit, select ‘Other’ from the drop-down menu above.

Comments or queries about the Blue Badge scheme can be emailed to bluebadges@infrastructure-ni.gov.uk or you can also call 0300 200 7818.

For queries or advice about careers, contact the Careers Service.

For queries or advice about Child Maintenance, contact the Child Maintenance Service.

For queries or advice about claiming compensation due to a road problem, contact DFI Roads claim unit.

If you can’t find the information you’re looking for in the Coronavirus (COVID-19) section, then for queries about:

Restrictions or regulations — contact the Department of Health
Travel advice (including self-isolation) — contact the Department of Health
Coronavirus (COVID-19) vaccinations — contact the Department of Health or Public Health Agency

If your query is about another topic, select ‘Other’ from the drop-down menu above.

For queries about your identity check, email nida@nidirect.gov.uk and for queries about your certificate, email covidcertni@hscni.net.

For queries or advice about criminal record checks, email ani@accessni.gov.uk

Application and payment queries can be emailed to ema_ni@slc.co.uk

For queries or advice about employment rights, contact the Labour Relations Agency.

For queries or advice about birth, death, marriage and civil partnership certificates and research, contact the General Register Office Northern Ireland (GRONI) by email gro_nisra@finance-ni.gov.uk

For queries about your GRONI account, email gro_nisra@finance-ni.gov.uk.

For queries about the High Street Spend Local Scheme, email HSSS.mail@economy-ni.gov.uk.

For queries about:

Car tax, vehicle registration and SORN
contact the Driver and Vehicle Licensing Agency (DVLA), Swansea
Driver licensing and tests, MOT and vehicle testing
contact the Driver & Vehicle Agency (DVA), Northern Ireland

If your query is about another topic, select ‘Other’ from the drop-down menu above.

For queries about your identity check, email nida@nidirect.gov.uk.

For queries or advice about passports, contact HM Passport Office.

For queries or advice about Penalty Charge Notices (PCNs), including parking tickets and bus lane PCNs, email dcu@infrastructure-ni.gov.uk

For queries or advice about pensions, contact the Northern Ireland Pension Centre.

If you wish to report a problem with a road or street you can do so online in this section.

If you wish to check on a problem or fault you have already reported, contact DfI Roads.

For queries or advice about historical, social or cultural records relating to Northern Ireland, use the Public Record Office of Northern Ireland (PRONI) enquiry service.

For queries or advice about rates, email LPSCustomerTeam@lpsni.gov.uk

For queries or advice about 60+ and Senior Citizen SmartPasses (which can be used to get concessionary travel on public transport), contact Smartpass - Translink.

If you have a question about a government service or policy, you should contact the relevant government organisation directly. We don't have access to information about you.

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