How to make a complaint

We aim to provide high quality services. So if you have a comment, compliment or complaint about one of our services, please let us know.

If our performance is not up to standard or if you are unhappy, we need to know so that we can learn and improve the quality of services we provide. We will take your complaint seriously and treat it in confidence.

Making a complaint does not affect your rights and will not result in the loss of any service you have been assessed as needing.


Who Can Complain?

Anyone who uses any of our services can complain. You can also complain on someone else’s behalf, although you will generally need their consent.

How To Complain?

You can make your complaint in the way that best suits you. This can be face to face, on the telephone, in a letter or by email. You should try to provide us with details of:

  • how to contact you;
  • who or what you are complaining about;
  • where and when the event that caused your complaint happened; and
  • where possible, what action you would like us to take.

You should try to complain as soon as possible, usually within six months of you becoming aware that you have a cause for complaint and normally no longer than 12 months after the event.

If you are unhappy with something, you can speak to any of the staff who are dealing with your treatment or care and they will try to resolve your concerns straight away. If they can’t, they will tell you what to do next.

The Trust welcomes complaints

If you would like to discuss your complaint with one of the Trust's Complaints managers this can be arranged through an appointment system.  Just let us know what your concerns are and we will arrange an appointment for you during working hours.


Complaints Department

We also have a Complaints Department who can help you. You can contact them at:

Complaints Department
Musgrave Park Hospital
McKinney House
6 Floor
Stockman's Lane
Belfast BT9 7JB

Tel: (028) 9504 8000

Email: complaints@belfasttrust.hscni.net