Complaints
Your opinion matters to us
Northern Ireland Hospice is committed to providing high quality care and services across all areas - including our Adult Services (IPU and in the community), Children’s Services, Fundraising, our Retail shops or any other aspect of the services we provide.
A complaint is any expression of dissatisfaction about something we have done, not done, or the standard of service you received. We welcome your feedback so we can learn,
improve, and put things right when something hasn’t gone as it should.
Raising a concern will not affect your care, support, or access to any service.
Who can make a complaint?
Anyone who uses or interacts with our services can make a complaint. This may include a patient, their family or carers, visitors, donors or supporters, corporate partners or sponsors, retail customers, members of the public affected by our events, or our volunteers. You can raise a concern on your own behalf or on behalf of another person, where consent is required and has been given.
How to make a complaint
We encourage you to raise any concerns as soon as possible, ideally at the time they happen. This gives us the best chance to resolve the issue quickly - often on the spot or within a
few days.
However, you can complain in whatever way works best for you:
• In person to any staff member
• By phone
• By letter
• By email
• Through our website
• Via a representative (family member, advocate,
Patient and Client Council (PCC))
Please include, if possible:
• Your contact details
• What happened
• When and where it happened
• Who was involved
• What you would like us to do
You should raise your concern within six months of becoming aware of the issue (or within 12 months of the event), though we may use discretion where appropriate.
Send your complaint to:
Complaints ManagerNorthern Ireland Hospice
18 O’Neill Road
Newtownabbey BT36 6WB
028 9078 1836
complaints@nihospice.org
What happens when you complain
We use a two stage complaints process, which follows the Northern Ireland Public Services Ombudsman’s (NIPSO) Model Complaints Handling Procedure.
Stage 1 – Early Resolution
(within 5 working days)
Most complaints can be resolved quickly and
sensitively. We will explain what happened and
what we will do to put things right.If you remain dissatisfied, you can request Stage 2.
Stage 2 – Investigation
(within 20 working days)
• We will acknowledge your complaint within 3 working days.
• We will confirm the issues you want investigated.
• An Investigating Officer will review the matter.
• You will receive a full written response, signed by a senior leader and the CEO.If delays are unavoidable, we will keep you informed
Need support making a complaint: Read our Northren Irelands Hospice Complaints Leaflet.
Annual Reports 2025-26 - Complaints and Feedback
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