Complaints process

If you wish to make a complaint to the Northern Trust, try, if possible to raise the matter with the service concerned first, and if you are still dissatisfied you can make a complaint to the Chief Executive. If you complain to the Chief Executive we may ask for your consent to send your complaint to the service concerned to be thoroughly investigated and dealt with informally. In such circumstances someone will be in touch with you within 7 working days. Any action that needs to be taken will be agreed verbally with you and the need for further action clarified, if appropriate.

If you do not consent to having your complaint dealt with in this way or if you are unhappy with the informal investigation process the issues you have raised will be dealt with as a formal complaint. In some circumstances we will have no option but to treat your complaint formally. All formal complaints will be acknowledged in writing within 2 working days and we will try to send you a written response from the Chief Executive within 20 working days of your complaint having been received. Where appropriate, we may also telephone you or a meeting may be offered. If we are unable to complete our investigation within 20 working days we will write to you and offer an explanation for the delay.

You may request further investigation or discussion in order to address any outstanding issues or concerns. Again, you will receive a written response from the Chief Executive regarding your outstanding issues or concerns, and a meeting may be offered.

The Northern Ireland Commissioner for Complaints

If you are not satisfied with how your complaint was handled by the Trust you can contact the Northern Ireland Commissioner for Complaints (the Ombudsman). The Ombudsman is completely independent of the Health and Personal Social Services. The service is free and all complaints are treated in the strictest confidence. Contact details are as follows:

The Northern Ireland Commissioner for Complaints
Progressive House
33 Wellington Place
Belfast
BT1 6HN

Freephone: 0800 343424
Email: ombudsman@ni-ombudsman.org.uk

Patient and Client Council

Free independent help, advice and support with a complaint can be obtained by contacting the Patient and Client Council. Your complaint will be dealt with confidentially. The Patient and Client Council can be contacted at:

Houston’s Mill Site
10A Buckna Road
Broughshane
Ballymena
County Antrim
BT42 4NJ

Telephone: 028 2586 3950
Email: complaints.pcc@hscni.net

More information on the role of the Patient and Client Council can be found on their website at http://www.patientclientcouncil.hscni.net.

Page last updated:17 July 2009