How Do I Complain About Health and Social Care in Northern Ireland?

Who this guide is for

You want to complain about health and social care (HSC) in Northern Ireland: for example a hospital or HSC Trust, a GP, dentist, pharmacist or optician, or the ambulance service. Family members or someone else can complain for you, normally with your written consent.

From 1 January 2026 every HSC organisation must follow the Northern Ireland Public Services Ombudsman's Model Complaints Handling Procedure, which has two stages.

This guide is about complaints. The rules in England, Wales and Scotland are different.

What this guide does not cover

• Compensation claims for clinical negligence and their time limits: get legal advice. This guide does not cover them.
• Private treatment you paid for yourself, and social care: this guide does not cover them.
• Reporting a doctor, nurse or other professional to their professional regulator: this guide does not cover it.
• Getting a copy of your medical records: see our subject access request guide.

At a glance

• Complain to the organisation that gave the care, in person, by phone, by letter or by email. You do not have to put it in writing.
• Complain within 6 months of what happened, or within 6 months of finding out about it. The time limit must not be applied rigidly.
• Stage 1, frontline response: within 5 working days, which can be extended by up to 5 more.
• Stage 2, investigation: acknowledged within 3 working days, and a final response within 20 working days unless it is extended.
• After Stage 2 you can go to the Northern Ireland Public Services Ombudsman (NIPSO), usually within 6 months of being told the complaints procedure is complete.
• The Patient and Client Council (PCC) gives free advice, advocacy and support.

What the rules depend on

• Which service is it, and was the care in Northern Ireland?
• When did it happen, and when did you find out about it?
• Have you complained yet, and are you at Stage 1 or Stage 2?
• Have you been told the complaints procedure is complete?

How to complain

• Complain to the organisation that gave the care: the HSC Trust for hospital and community services, or the practice for a GP, dentist, pharmacist or optician.
• You can complain in person, by phone, by letter or by email. An organisation cannot insist that you put your complaint in writing.
• For a GP, dentist, pharmacist or optician, if you do not want to go to the practice directly, the Strategic Planning and Performance Group (SPPG) complaints team can act as an honest broker between you and the practice.
• Say what happened and what you want to achieve.
• Making a complaint must never be a reason to stop providing your care.

The time limit

• Complain within 6 months of the event, or within 6 months of finding out that you have a reason to complain.
• Organisations must not apply the time limit rigidly. A later complaint can be accepted in exceptional circumstances, for example bereavement, poor health, communication difficulties, limited support, or only recently finding out.

The two stages

• Stage 1, frontline response: within 5 working days. In exceptional circumstances it can be extended by up to 5 more working days (10 in total), and you must be told why and when to expect a reply.
• If there is no Stage 1 reply within 10 working days and no clear date for one, you can ask for your complaint to go to Stage 2.
• After a Stage 1 response you have at least 30 days to ask for Stage 2.
• Stage 2, investigation: acknowledged within 3 working days, and a final response as soon as possible but not later than 20 working days. It can be extended, but you must be told why and the expected date, and be updated at least every 20 working days.
• The final response must tell you that the complaints procedure is complete and that you can go to NIPSO.

The Ombudsman

• If you are still unhappy, you can ask the Northern Ireland Public Services Ombudsman (NIPSO) to look at your complaint. It is free and independent.
• NIPSO generally expects complaints within 6 months of the letter telling you the complaints procedure is complete.

Getting help

• The Patient and Client Council (PCC) gives free advice, guidance, advocacy and support about health and social care in Northern Ireland.

Compensation

• A complaint is not a compensation claim. A claim for clinical negligence is a separate court claim with its own time limits, and making a complaint does not stop that time running. Get legal advice quickly if you are thinking about one. This guide does not cover it.

Deadlines

• Your complaint: within 6 months of the event or of finding out, applied flexibly.
• Stage 1: 5 working days, up to 10 with an extension.
• Asking for Stage 2: at least 30 days after the Stage 1 response.
• Stage 2: acknowledged within 3 working days; final response within 20 working days unless extended.
• NIPSO: generally within 6 months of being told the procedure is complete.

Money figures

• This guide gives no money amounts.

Where to go for help

Traps

• Since 1 January 2026 the Northern Ireland time limit is 6 months from the event or from finding out, with no separate 12-month limit.
• NIPSO's 6 months run from the letter saying the complaints procedure is complete.
• A complaint is not a compensation claim, and it does not stop the time limit for one.
• The Public Service Ombudsman (formerly the Parliamentary and Health Service Ombudsman) is for England, not Northern Ireland.