Complaints Procedure

Part of: Equality, Diversity & Inclusion

AFBI is committed to equality of opportunity and the promotion of a culture of rights and responsibilities in order to fulfil its statutory obligation in compliance with Section 75 of the Northern Ireland Act 1998 and all Equality Legislation as set out by the Northern Ireland Government.

AFBI’s Equality Scheme sets out its plans for fulfilling those obligations and was approved on 27 June 2019.

This complaints procedure applies to anyone who is external to AFBI. If a person believes that they have been directly affected by an alleged failure of AFBI to comply with the Equality Scheme, they are free to make a complaint.  If the individual is an employee of AFBI, they should raise a complaint through internal procedures, such as a Dignity at Work complaint or a Grievance.

The following paragraphs explain how to make a complaint, if you are external to AFBI and what you can expect from the Organisation in responding to your complaint.

What is a Complaint?

A complaint is any representation made by any person who feels that they have been directly affected by the failure of AFBI to comply with the commitments set out in its approved Equality Scheme.

How to Complain

All complaints should be made in writing (letter or email) although complaints made over the telephone or in person will be accepted, but must be followed up with a written transcript.  Equality complaints should be sent to the AFBI People and Culture Branch (contact details below).

Information to be included in your complaint

Your details - name, contact details (address, tel no, email)
Please note that anonymous complaints will not be dealt with.

Summary of your complaint

  • Be as clear as possible about the nature of your complaint or concern, explaining how you have been directly affected by AFBI's alleged failure to comply with its Equality Scheme
  • Try to be specific, giving details of dates, names and subjects, where appropriate
  • Include any documentation (copies, not originals) you feel would support your complaint

The Equality Complaints Pro-Forma may be used to record your complaint.

What AFBI will do

AFBI will:

  • Acknowledge receipt of the complaint within 5 working days
  • Carry out an internal investigation of the complaint
  • Respond substantively to the complainant within one month of the date of receiving the written complaint

If the investigation is likely to run beyond one month, the complainant will be advised of the extended period outlining the revised date of completion.

What if you are not satisfied with the outcome?

If you are not satisfied with AFBI’s decision as a result of the investigation, you can submit your concerns to AFBI’s People & Culture Office who will consider them and provide a further response.

If you remain dissatisfied with the outcome of the investigation, you can pursue the complaint further with the ECNI.
AFBI will co-operate fully with any investigation by the ECNI providing access in a timely manner to any relevant information that may be required.

Equality Commission

Note that before taking a complaint to the ECNI, you must have:

   a) Brought the complaint to the notice of AFBI, and
   b) allowed AFBI a reasonable opportunity to respond.

A complaint to the ECNI must be made in writing by the person claiming to have been directly affected by AFBI’s failure to comply with its approved Equality Scheme.

A complaint must be sent to the ECNI within 12 months from the day when the alleged matters were known.

Contact Details

AFBI People & Culture Office

Equality Commission for N.I.
Equality House
7-9 Shaftesbury Square 

Telephone: 028 90 500 600
Fax: 028 90 248 687
Textphone: 028 90 500 589