Compliments and complaints

You can submit a compliment to the PHA by emailing compliments.pha@hscni.net.

We will share your comments with the relevant staff member and use them to highlight good practice within the organisation.

The PHA complaints handling procedure is based on, and operates in accordance with, the Northern Ireland Public Services Ombudsman's Model Complaints Handling Procedure for the Health and Social Care sector.

What is a complaint? 

A complaint is an expression of dissatisfaction by one or more members of the public about the PHA’s action or lack of action, or about the standard of service provided by or on behalf of the PHA.

What you might complain about?

The complaint’s we receive are varied in nature, but by way of example, your complaint could be about: 

• a failure or refusal to provide a service;
• inadequate quality or standard of care and treatment, or an unreasonable delay in the provision of care;
• a failure to properly implement or follow policy, procedures and standards;
• a failure to properly apply law, procedure or guidance when delivering services;
• a failure to follow the appropriate administrative process;
• the conduct, behaviour or attitude of a member of PHA staff;
• a concern about the actions or service of an organisation who is delivering services on our behalf. Complaints should initially be directed to the service provider. Where a resolution cannot be reached, the PHA can provide advice on the appropriate next steps;
• a disagreement with a decision made by the PHA (except where there is a statutory procedure for challenging that decision, or an established appeals process).

What can’t be dealt with as a complaint?

There are some things we are unable to deal with through our complaints handling procedure. If this happens, we will provide you with information on what other procedures are available to help you resolve your concern.

Who can complain? 

Anyone who receives, requests, is directly affected by, or comes into contact with PHA services or work aligned to the PHA can make a complaint.  You can also complain on someone else’s behalf, although you will generally need their consent.

How to complain? 

You can make a complaint in person, by telephone, by email or in writing. We can often resolve concerns more quickly if they are raised promptly and directly with the team or service involved.

If you are unsure who to contact, the PHA Complaints Office can provide advice and assistance:

• Email: complaints.pha@hscni.net
• Telephone: 0300 555 0114
• Write to: Complaints Office, Public Health Agency, 12-22 Linenhall Street,                Belfast, BT2 8BS

Getting help to make a complaint

We are committed to making our service easy to use for all members of the community. 

In line with our statutory equality duties, we will always ensure that reasonable adjustments are made to help you access and use our services. If you have trouble putting your complaint in writing, or want this information in another language or format, such as large font, or Braille, please contact us via the details set out above.

What details should you provide?

When submitting your complaint, please tell us:

• your full name and contact details;
• details of who or what you are complaining about;
• where and when the event that caused your complaint happened; and
• where possible, what action you would like us to take. 

Giving us this information will help us to clearly identify the problem and what we need to do to resolve matters.

How long do I have to make a complaint?

You should normally make your complaint within six months of either:

• the event you wish to complain about; or
• becoming aware that you have grounds for complaint.

In exceptional circumstances (for example bereavement, poor health, communication difficulties or you only recently become aware of the issue(s) of concern) we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why. If we decide that, because of the time that has passed since the incident occurred, we cannot consider your complaint, we will confirm our rationale in writing.

What happens after I complain?

Complaints within the PHA are managed through a two-stage process, which commences at Stage One.

Stage One: Frontline response

We aim to respond to Stage One complaints within 5 working days. 

Where this is not possible, we may rely on an extension of an additional five working days.  Where an extension is necessary we will contact you.

If we have not been able to respond to your complaint within 10 working days and we have no clear date when a full response will be issued, you can request that your complaint is escalated to Stage Two.

Stage Two: Investigation

Stage Two deals with complaints that have not been resolved at Stage One.

We aim to acknowledge Stage Two complaints within three working days of receipt. 

Within 20 working days we will aim to investigate your complaint and provide you with a response.  If it becomes apparent that a full response cannot be provided within 20 working days we will contact you to keep you updated with a revised time limits and progress.

If, after receiving our final response, you remain dissatisfied with our decision or the way your complaint has been handled, you can ask NIPSO to investigate the matter. NIPSO is the final stage of the complaints process for Health and Social Care services in Northern Ireland.

NIPSO provide a free, independent and impartial service for handling complaints about public service providers in Northern Ireland.

NIPSO’s contact details are:

• 33 Wellington Place,
  Belfast, BT1 6HN
  Tel (freephone): 0800 34 34 24
  Email: nipso@nipso.org.uk 
• Web: www.nipso.org.uk 

The freepost address is: FREEPOST NIPSO

Complaints can be made online, by telephone and in person.

Throughout the complaints process you also have a right to seek the help of the Patient and Client Council (PCC).

The PCC is an independent body, set up to represent your interests in Health & Social Care. They can provide free and confidential advice, information and help throughout the complaints process, help with writing letters, making phone calls, supporting you at meetings or assisting with bringing your complaint to the Ombudsman.

Further information about the PCC is available by contacting:

Freephone: (0800) 917 0222
Website: https://pcc-ni.net/
Email: online form: https://pcc-ni.net/advocacy/

Complaints in relation to Health and Social Care Trusts

Each Health and Social Care Trust has a formal process in place to govern the management of complaints.  Details of each organisation’s complaint process will be available via their website.

• Belfast Health & Social Care Trust
• Northern Health and Social Care Trust
• South Eastern Health & Social Care Trust
• Southern Health & Social Care Trust
• Western Health & Social Care Trust

Complaints in relation to Family Practitioner Services

If you have a concern or complaint about services provided by family practitioner services such as family doctors, dentists, pharmacists or opticians, you should in the first instance make your complaint to the practice or practitioner for local resolution.

The Strategic Planning and Performance Group has a role as an intermediary or ‘honest broker’ in complaints regarding family practitioners and can be contacted by email: complaints.sppg@hscni.net or phone: 028 9536 3893.

If you want to share your experience of the PHA’s work then you may wish to publish a story on Care Opinion. 
Further information on Care Opinion is available via About Care Opinion | Care Opinion.

We publish information on compliment and complaint handling on an annual basis. 

Copies of our annual reports are available below:

• PHA compliments and complaints annual report 2025/2026 
• PHA compliments and complaints annual report 2024/2025
• PHA complaints annual report 2023/2024