What will happen next?

Comment or Compliment

If you offer a comment or compliment we will be in touch to thank you and we will make sure that this is passed on to the person or service.

Complaint

If you have a complaint, we will thank you for letting us know and we will try to sort this out as quickly as possible, usually within 48 hours or two working days.

Sometimes, however, we may need more time to look into and understand your complaint and this may take up to 30 working days. If this is the case we will let you know.

If we still need longer we will contact you and keep you updated every 20 working days after that to let you know what is happening.

When we have finished looking into your complaint we will let you know the outcome. This will include a response to all the points you made and an apology if we have done something wrong. We will let you know what we are doing to stop this from happening again, to you or anyone else.

If there are parts to your complaint that we cannot do anything about or cannot look into we will let you know and explain why.

We will be happy to meet with you to talk about our response to your complaint and to explain anything you don’t understand or answer any questions you may have.

What happens if I am unhappy with the response to my complaint?

If you are unhappy with our response to your complaint you have the choice to ask for a HSE internal review or go directly to the Office of the Ombudsman for Children who will look into your complaint.

If you choose the HSE Internal Complaint Review, another staff member within the HSE, but who is not working with you, will look into your complaint and let you know the outcome within 20 working days. The person looking after the review will contact you if more time is needed.

If you are not happy with the outcome of the review you still have the right to contact the Ombudsman for Children’s Office and ask that they look at your complaint.