How to Make a Complaint
We want to give the best service to all our patients and clients, their relatives, carers, friends and visitors. Usually we exceed, but sometimes things can go wrong. When this happens, we want to hear about it so we can put things right.
Who can Complain?
Anyone who is dissatisfied or concerned about the care or treatment, or about issues relating to the provision of services provided by, or on behalf of, the Northern Ireland Ambulance Service (NIAS) can raise a concern or complaint. You can either raise your concern or complaint directly with NIAS, or this can be done by your relative or someone acting on your behalf, providing they have your written consent.
What can I Complain About?
You can complain about the care and treatment provided to you or about issues relating to the provision of services provided by, or on behalf of, NIAS.
How to Complain
You can contact the Complaints Team through any of these options:
The Complaints Team
Northern Ireland Ambulance Service HQ
Site 30, Knockbracken Healthcare Park
Over the phone: 02890 400999
Minicom: 02890 400871
NIAS Contact Form: Please visit our Contact Us page
Help with making a complaint
Independent confidential support and advice is also available at any stage in the complaints process from the Patient and Client Council (PCC) who are responsible for the provision of complaints advocacy. The PCC can support you with submitting your complaint and throughout the entire process. The Patient Client Council can be contacted at:
Patient Client Council
14-16 Great Victoria Street
FREEPHONE: 0800 917 0222
How Long do I have to make a Complaint?
You should complain as soon as possible, the time limits for making a complaint are:
- Within 6 months of the event, or
- Within 6 months of becoming aware that you have cause for complaint, provided this is not more than 12 months after the event.
The time limits can be extended, if there are good reasons, why you did not complain sooner.
What Happens Next?
When you have contacted us your complaint will be:
- Acknowledged within two working days;
- Investigated thoroughly;
- Treated in the strictest confidence; and
- Endeavor to be answered within 20 working days.
If I am not satisfied with the resolution of my complaint – What Next?
We are committed to doing our best to resolve any complaint you may have. If having received our response you remain dissatisfied, please get in touch with the Complaints Manager who will endeavour to resolve your outstanding concerns.
If once the complaints process has been exhausted and you still remain dissatisfied, the Complaints Manager will ensure the role of the Northern Ireland Public Services Ombudsman (NIPSO), the timeframe for making a complaint to NIPSO, and, NIPSO’s contact details are shared with you in writing.
Contact details for NIPSO are:
The Ombudsman, Progressive House,
33 Wellington Palace,
Freepost: Freepost NIPSO
Telephone: (028) 9023 3821
Textphone: (028) 9089 7789
Freephone: (0800) 34 34 24