Feedback and Complaints

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Following your visit to PRONI or query, we would love to hear from you on what we are doing well and what we could improve. 

We would also love to hear about any of your research successes. Whether you’ve uncovered a family story, tracked down an elusive ancestor or made an exciting discovery, your experiences help us understand how our records are being used and inspire others on their own research journeys.

You can find out more about providing feedback and complaints below. 

How to provide feedback

If you are visiting PRONI, you can provide feedback using comment cards that available at the Search Room Helpdesk or just outside the Reading Room. 

If you prefer or if your PRONI experience has been remote, you can contact us directly by:

Making a complaint 

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PRONI Search Room Helpdesk

At PRONI, we are committed to delivering high-quality services. However, we understand that issues can occasionally arise, and when they do, we want to hear from you. Your feedback helps us:

  • Identify areas where we can improve.
  • Resolve problems quickly and fairly.
  • Ensure that your experience with PRONI meets the standards you expect.

If you have concerns, suggestions, or wish to make a formal complaint, please let us know. We value your input and will treat every complaint seriously.

Complaints procedure 

In the first instance, if you are visiting PRONI, you should bring your complaint to the duty manager who will try to resolve the issue to your satisfaction in person. If you are not satisfied, you can request that the complaint is escalated to a senior member of staff.

If you feel the issue has not been resolved at this stage, or if you are submitting a complaint remotely, you can submit details of your complaint by:

We will acknowledge your complaint within 2 working days and you will then receive a full response from our Head of Public Services within 10 working days of receipt of your complaint. 

If you wish, you can also consult the Department for Communities' separate Departmental Complaints Procedure on the DfC website.

Appealing an FOIA decision 

The process for complaints and appeals related to FOIA decisions at PRONI is separate to general complaints. For full details on how PRONI manages FOIA requests, including step-by-step guidance on complaints and appeals, please visit our guidance to accessing closed records under the Freedom of Information Act page.