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Complaint Guidance

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:

  1. Write or email
  2. Telephone
  3. Complete the electronic complaints form

Complaints Office
Business Services Organisation
2 Franklin Street

Telephone: (028) 9536 0698




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, provided this is not more than 12 months after the event.

*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?

Your complaint will be acknowledged within 2 working days of receipt and it will be investigated thoroughly and confidentially.

We aim to respond to your complaint in full within 20 working days, to address your concerns and let you know of any actions taken as a result. However, some complaints 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?

We are committed to doing our best to resolve any complaint you may have. If following a complaint resolution, you remain dissatisfied, you have the right to request an internal independent review. The purpose of such a review is:

  • To examine the process of investigation and resolution; and
  • To consider if the findings and response were fair, reasonable and proportionate.

The review panel will not consider additional complaints not previously raised.

Requests for review must be made in writing within one calendar month following the issue of the complaint response. Where meeting this requirement poses a problem for the complainant, they should contact the Complaints Manager for assistance.


What if you are still not happy?

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

Freephone: 0800 343 424



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