We will always tell you who is dealing with your complaint and/or provide you with contact information if you have further enquiries. Our Complaints Handling Procedure has two stages:
Stage 1: Frontline Response
We aim to resolve complaints quickly and close to where we provided the service. Where appropriate, this could mean an on-the-spot apology and explanation if something has clearly gone wrong, with immediate action to resolve the problem.
Sometimes we will have to make some enquiries before we can respond to your complaint. It is our aim to give you our decision at Stage 1 within 5 working days or less, however there may be circumstances where we need more time to provide you with a full and complete response. If this is the case, we will provide you with a decision within 10 working days.
If we cannot resolve your complaint at this stage, we will explain why and tell you what you can do next. We will explain that a more detailed investigation may be required under Stage 2 of the Complaint Procedure. You should include details of what you remain dissatisfied with and what outcome you are looking for. This should be done within 30 days of receiving the outcome at Stage 1 of the process. In exceptional circumstances, we may be able to accept a Stage 2 complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
Stage 2: Investigation
Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require a detailed investigation that cannot be achieved within 5 working days.
At Stage 2 we will:
- acknowledge receipt of your complaint within 3 working days
- where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
- try to resolve the complaint where possible through alternative resolution approaches such as mediation or conciliation; and
- explain the timeframe for a Stage 2 written response, which we should provide within 20 working days
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
What if I’m still dissatisfied?
After we have given you our final decision, if you are still dissatisfied with either our decision or the way in which we have dealt with your complaint, you can ask the Northern Ireland Public Services Ombudsman (NIPSO) to look at it. NIPSO is the final stage for complaints about HSC services in Northern Ireland. NIPSO is an independent organisation that investigates complaints. The service provided by NIPSO is free. It is not an advocacy or support service (but there are other organisations who can help you with advocacy or support).
NIPSO generally expect complaints to be brought to them within six months since you received correspondence from us informing you that the complaints handling procedure is complete and of your right to refer your complaint to NIPSO.
NIPSO will generally ask you to provide details of your complaint and a copy of our final response to your complaint. You can contact NIPSO online or call 0800 34 34 24.
You may wish to get independent support or advocacy to help you progress your complaint. See Getting help to make my complaint.
NIPSO’s contact details are:
The Northern Ireland Public Services Ombudsman
33 Wellington Place
Belfast
BT1 6HN
Freephone: 0800 34 34 24
Email: nipso@nipso.org.uk
Web: NIPSO (link opens in new window)
If you would like to visit NIPSO in person, you must make an appointment.
Their freepost address is: FREEPOST NIPSO
If NIPSO cannot investigate your complaint and your complaint requires an alternative route for independent review, NIPSO will tell you and provide you with the relevant contact details.
