Feedback & Complaints

Feedback & Complaints

NITB aims to provide a professional, high quality service to our customers and stakeholders and we welcome any comments or feedback which will help us to improve our service.

Operating a customer complaints and feedback system enables us to improve our services for everyone.  This policy relates to giving feedback or making complaints about NITB’s services. More information is available if you wish to make a complaint about tourist accommodation premises or other tourist amenities, including visitor attractions.

Feedback and Complaints on NITB’s Services

You can make your complaint in person, in writing, or by telephone.
Please contact us on Tel: 028 9023 1221, e-mail: or in writing to:
Northern Ireland Tourist Board, St Anne’s Court, 59 North Street, Belfast BT1 1NB

For complaints made in person or by telephone:

  • We will discuss your complaint with you and try to resolve the matter at that time.
  • If necessary, a written record will be made in order to investigate the complaint further. You will then receive a letter within 15 working days inform you of our intended action to resolve the mater.

Complaints made in writing:

  • Where possible NITB will respond to you within five working days from receipt of your complaint.
  • Alternatively, an acknowledgement will be issued advising that your complaint has been received and is currently being investigated. You will then be contacted within 15 working days from issue of the acknowledgement, and will either be advised of the outcome and what we intend to do or advised of the anticipated timescale for completing the investigation.
At any stage during the investigation we may contact you for further information or clarification.
We can deal more effectively with your complaint if you tell us:
  • What the complaint is about
  • When it happened
  • Who you dealt with
  • What you would like NITB to do to put things right
If you are dissatisfied with the outcome you may refer your complaint to the Chief Executive’s Office. If you believe that your complaint has not been treated properly or fairly after this process, or you remain dissatisfied, then you may refer your complaint to the Ombudsman (Commissioner for Complaints).

The Ombudsman deals with any complaint of maladministration (poor administration or the wrong application of rules). He does not generally investigate policy, but looks at how the policy is put into practice. The Ombudsman will normally expect you to have given NITB the opportunity to investigate your complaint before you refer it to him.
You can contact the Ombudsman by:
Tel: 0800 34 34 24 or 028 9023 3821
In writing to The Ombudsman, Freepost BEL 1478, Belfast, BT1 6BR
Or in person at the Ombudsman’s Office (between 9.30 am and 4 pm) at:
Progressive House, 33 Wellington Place, Belfast
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