Although our objective is to provide a top quality service, there may be occasions when you believe that you have not received the level of service you are entitled to. If this arises, we are keen to ensure that you bring such instances to our attention so that your concern can be addressed. If we have made a mistake, you will receive an apology and we will take corrective action promptly.

Many concerns arise from misunderstandings and can be resolved by contacting the member of staff with whom you have been dealing. If you would prefer not to contact the member of staff concerned, of if you believe they have not resolved your concern, you can make a formal complaint in writing.

To make a complaint you should write in the first instance to Dermot Breen, Head of Corporate Affairs Division, 83 Ladas Drive, Belfast BT6 9FR

(or e-mail dermot.breen@detini.gov.uk). Mark your envelope “Personal and Confidential”. All complaints will be thoroughly investigated.  If he cannot respond immediately he will acknowledge your letter within two working days, arrange for your case to be examined and reply to you within ten working days. If it is not possible to deal with your complaint within this time, for example, because it involves complex matters or requires detailed investigation, we will explain why and let you know when you can expect a response. If you are still dissatisfied you should write to Jim Keyes, Chief Executive of HSENI (at the above address or e-mail jim.keyes@detini.gov.uk). The Chief Executive will reply within ten working days. If you are still not satisfied you can complain to the Ombudsman in his role as Commissioner for Complaints. The Ombudsman will expect you to have used our complaints procedure before referring a complaint to him/her.

You can find out more about making a complaint to the Ombudsman by: writing to The Ombudsman

FREEPOST
Belfast
BT1 6BR

Website: www.ni-ombudsman.org.uk

Telephone Freephone: 0800 343424