Complaints

Complaints

Complaints Policy 
To download a copy of the NIGALA Complaints Leaflet please click here
To download a copy of the NIGALA Complaints Policy please click here
How can complaints be made?
Complaints may be made verbally or in writing and will be accepted via any other method, for example by phone or electronically.  The complainant will be asked to put the complaint in writing, or assisted to do so, to ensure a clear record of the issues for review.  It is helpful to be clear from the beginning what the complainant wants to achieve to avoid confusion or dissatisfaction.
Complaints can be made in the following way
  • In person at one of our three offices locations.
  • By sending a letter to the Complaints Officer at NIGALA, Centre House, 79 Chichester Street, Belfast BT1 4JE
  • By phone 0300 555 0102 (text relay prefix 18001)
  • By sending an email to complaints@nigala.hscni.net
  • Completing the online form below.
What information should be included in your complaint?
A complaint need not be long or detailed, but it should include:
  • Your contact details – name, address and/or email address.  If you are making the complaint on behalf of another person, include their name and address and your relationship to this person.
  • What is being complained about?  Give us the detail of your complaint including names and dates (if known).
  • Where possible, let us know what outcome is being sought, such as an apology, an explanation or service improvement.   This list is not final and complainants are encouraged to explain the potential outcome they seek when making the complaint.
What are the timescales for making a complaint?
A complaint should be made as soon as possible after the action giving rise to it, normally within six months of the event.
If a complainant was not aware there was cause for complaint, the complaint should normally be made within six months of becoming aware of the cause for complaint, or within twelve months of the date of the event, which is the earlier.
Complaints Form