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The Health and Social Care Board (HSCB) commissions services from a range of health and social care organisations such as the Health and Social Care (HSC) Trusts.

Our aim, is to improve the health and well-being of people in Northern Ireland. In most instances we succeed, but sometimes things can go wrong.

Find out how to make a complaint against the Health and Social Care service on nidirect

Complaints about the Health and Social Care Board

If you have a complaint concerning a Family Practitioner Service or about the work of the Board (for example, if you have been personally affected by a commissioning decision of the Board concerning the funding of a particular service or by the lack of a particular service), please contact the HSCB’s Complaint’s Officers for advice and assistance.

For further information view the ‘How to make a complaint’ leaflet.

Annual Complaints Report 2009-201092 KiB1032
Annual Complaints Report 2010-201165 KiB1066
Annual Complaints Report 2011-201279 KiB1423
Annual Complaints Report 2012-20130.2 MiB1373
Annual Complaints Report 2013-20140.3 MiB1056
Annual Complaints Report 2014-20150.3 MiB1575
Annual Complaints Report 2015-20160.3 MiB1472
Annual Complaints Report 2016-20170.5 MiB1380
Annual Complaints Report 2017-20180.3 MiB780
Annual Complaints Report 2018 - 20190.4 MiB410

Review of complaints in Health and Social Care

In June 2010, the Department of Health, Social Services and Public Safety (DHSSPS) asked the Health and Social Care Board (HSCB) to evaluate the Complaints Guidance.

The HSCB was asked to establish if the new complaints handling arrangements had been fully implemented and to identify any strengths and weaknesses within the new arrangements.

The HSCB review acknowledged that significant progress has been made to implement the principles within the guidance, and it outlined 14 recommendations to further enhance its effectiveness.

An action plan has been developed outlining how each of these recommendations will be taken forward.


Complaints in theHSC Evaluation Report Action Plan0.3 MiB1433
Complaints Information Flyer - FPS (3)0.4 MiB246
How To Make A Complaint 20160.2 MiB856
HSCB Policy For The Management Of Complaints - October 20170.3 MiB1757


Further Information

Complaints in Health and Social Care: Standards and Guidelines for Resolution and Learning is available to view or download from the Department’s website www.dhsspsni.gov.uk/hsc-complaints-standards-guidelines-resolution-learning.pdf 

If you require any of the Complaints Documentation in an alternative format (including: Braille, Audio Formats, Large Print, or minority languages to meet the needs of those for whom English is not their first language) please contact the Complaints Department, Telephone: (028) 9536 3893, email: complaints@hscb.hscni.net

Complaints e-Learning for Family Practitioner Service

This is a Complaints e-Learning Package, for Family Practitioner Service professionals,  it provides general training, awareness and guidance, and details the role and responsibility of the Health and Social Care Board, (the Board), in relation to complaints.