Our Standards of Service Complaints Procedure

You can use our Standards of Service complaints procedure if you think we have:

  • Failed to provide a service, or provided an inadequate standard of service
  • Caused unreasonable delays in providing our service
  • Behaved unfairly
  • Failed to correctly follow our internal processes, or;
  • Failed to follow the appropriate legal or administrative process.

For the purposes of this procedure, a complaint is defined as a written or verbal expression of dissatisfaction with our service.

What can’t I complain about using this procedure?

If you are unhappy about our decision not to investigate your original complaint, or about the outcome of our investigation into your original complaint, this procedure would not be appropriate.

This procedure should also not be used to ask for a review of our response to your Freedom of Information or Subject Access Request.

Please contact us on 0800 343424 to find out what you are required to do in these circumstances.

Who can complain using this procedure?

Anyone who has used our service can submit a standards of service complaint. This may include:

  • Complainants
  • Their representatives (MLAs, their family/friends etc)
  • Members of staff from a public body
  • Visitors to the office (for example, contractors) or,
  • Professionals who interact with NIPSO as part of their role.

How do I complain?

The easiest way is to send in your complaint via the online form below.

You can also:

Please let us know at this stage if you prefer us to communicate with you via a certain method or have any other needs we should be aware of.

You should submit your concerns to us as quickly as possible, and no later than 6 months of the event you want to complain about.

Making a complaint

Complain about us

We value complaints about our service and use information from them to identify learning and implement service improvements.

How will you deal with my complaint?

At Stage 1, we will:

  • Acknowledge your complaint within 3 working days.
  • Assign your complaint to an Investigating Manager. The Investigating Manager may arrange a telephone call with you to listen to your concerns.  If your complaint cannot be resolved at this stage, we will carry out an investigation.
  • Provide you with a written response within 5 working days. If we cannot meet this timescale we will tell you why and give you a new timescale.

If you remain unhappy after you receive our response, you can proceed to Stage 2.

The Investigating Manager will tell you how to raise a Stage 2 complaint within their Stage 1 written response.  The Stage 2 investigation is carried out by an Independent Reviewer.

At Stage 2, the Independent Reviewer will:

  • Acknowledge your complaint within 5 working days.
  • Carry out an independent investigation into your complaint and correspond with you at least every 2 weeks.
  • Provide you with a written response within 2 months.

The Independent Reviewer’s decision on the complaint is final.

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