How to Complain
Contact staff in the service area that you have been dealing with and explain that you are not satisfied so that, if possible the issue can be resolved straight away. If you cannot agree or find it hard to approach the person, ask to speak to their manager.
If you still cannot agree or find it hard to approach the manager, please contact the Complaints Office. A Complaints Manager has been appointed by the BSO and is here to help you.
To contact the Complaints Office, you can:
- Write or email
- Telephone
- Complete the electronic complaints form
Complaints Office
Business Services Organisation
2 Franklin Street
Belfast
BT2 8DQ
Telephone: (028) 9536 0698
Email: complaints.bso@hscni.net
eForm: https://hrcs.hscni.net/concern-complaint-form/
Time Limits for making a complaint
It is important to make your complaint as soon as possible. The time limits for making a complaint are:
- Within 6 months of the event, or
- Within six months of becoming aware that you have cause for complaint.
*Complaints made outside these timescales will only be considered at the discretion of the Complaints Manager where;
- It would be unreasonable in the circumstances of a particular case for the complaint to have been made earlier, and where it is still possible to investigate the facts of the case; and/or
- There is a risk to public or patient safety
What happens then?
Our staff will endeavour to resolve your complaint within 5 working days at Stage 1 of our complaints process. Should you remain dissatisfied with the actions taken, you can escalate your complaint to Stage 2. At Stage 2 of the complaints process, your complaint will be acknowledged by the complaints office within 3 working days of receipt and it will be investigated thoroughly and confidentially.
We aim to respond to Stage 2 complaints in full, within 20 working days, to address your concerns and let you know of any actions taken as a result. However, some complaints may take longer to resolve than others. We will tell you if it becomes clear that we cannot respond within the timescales and we will explain why.
What to do if you are not happy with our response?
If you remain dissatisfied, you can refer your complaint to the Northern Ireland Public Services Ombudsman (NIPSO). The Ombudsman will consider your complaint to determine whether it needs investigation.
Although you have the right to approach the Ombudsman at any time, they will not usually take on a case which has not first been through the Complaints Procedure.
Further information on the services of the Ombudsman is available by contacting:
Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
Freephone: 0800 343 424
Email: nipso@nipso.org.uk
Website: www.nipso.org.uk