Make a formal complaint
Any issues, problems, queries or difficulties may be raised to any member of staff. The staff member will listen to the complaint and try to resolve the complaint immediately.
If you are unhappy with the way our staff handled a particular issue or perhaps are not satisfied with the outcome of your enquiry you may wish to lodge a formal complaint.
How to make a formal complaint
You can make your complaint in the way that best suits you. This can be face-to-face, on the telephone, in writing, fax or via e-mail.
Residents in our registered schemes may choose to raise their concerns through the relevant Health and Social Care Trust through which they have been placed. However, the Association encourages residents to use the Association’s Complaint Policy in the first instance.
You should try to complain as soon as possible after the action giving rise to it, normally within 6 months of the event. However, if you were not aware at that time there was cause for complaint, you can still complain within 6 months of becoming aware that you have cause to complain.
What will happen next?
Your complaint will be acknowledged within 5 working days of receipt and the person investigating your complaint will organise to meet with you, if you wish, as part of the investigation process. We will aim to respond to your complaint in full within 20 working days. Some complaints may take longer to resolve than others. We will tell you if it becomes clear that we are unable to respond within these timescales.
What to do if you are dissatisfied with the response given
If you are not satisfied with the response you receive, you can appeal the decision and an Apex Director shall be responsible for carrying out a further investigation. Should you remain dissatisfied with the response you receive from the Director you may appeal the decision again and the Chief Executive shall be responsible for carrying out a further investigation.
What to do if you remain dissatisfied with the Association’s response
Should you remain dissatisfied with the Chief Executive’s response you may then have your complaint investigated externally by the Ombudsman (details below).
Formal complaints procedure in 5 steps
- Please tell the Personnel Manager about your formal complaint in the way that best suits you
- Your complaint will be formally acknowledged in writing within 5 working days
- We may meet with you and strive to resolve any issues within 20 days, if we can’t we will let you know
- If you are not happy with the response you can appeal the decision to the appropriate Apex Director. Should you still not be happy you may then appeal the decision to the Chief Executive
- Should you remain unhappy with the Association’s response you can then bring your complaint to:
The Northern Ireland Public Services Ombudsman
Freepost NIPSO, Progressive House,
33 Wellington Place, Belfast, BT1 6BR
Freephone: 0800 343 424