Complaints procedure

• If you have a problem with any of the following areas:
  
  Security, Reception, Search Room, Reading Room or Self Service Microfilm Room
  
  Please report it, in the first instance, to a member of the Public Search Room staff who will try to sort things out for you directly or who will put you in touch with someone who can help.
  
  It does not matter if your complaint is with a member of that staff.  All complaints are taken seriously and acted upon.
  
  If you are not satisfied, ask to speak to the Head of Public Services and Partnership Development.  He or she will investigate your complaint.
  
  
  Please remember, the Head of Public Services, due to the nature of the job, may not be available at that time.  You may ask to speak to another member of senior staff, or you may prefer to contact PRONI by telephone.
  
  Alternatively, you may prefer to put your complaint in writing in which case you can expect an acknowledgement within five working days and a full response within ten working days.  If it is not possible to give a full reply within that time because the matter requires detailed investigation, we will let you know when you can expect a reply.
  
  If you are still dissatisfied, you should write to, fax or e-mail the Director of PRONI.  The Director will reply within ten working days.
  
  Address letters to:
  
  Head of Public Services or The Director
  Public Record Office of Northern Ireland
  66 Balmoral Avenue
  BELFAST
  BT9 6NY
  
  Fax: (028) 9025 5999
  Email PRONI Complaints Manager at pronicomplaintsmanager@dcalni.gov.uk

Taking your complaint further

If you are not satisfied with PRONI's response, you can ask a Member of Parliament (not necessarily your own) or a Member of the Northern Ireland Assembly to refer your complaint to the Office of the Ombudsman for Northern Ireland .