Complaints and compliments received by HSC Trusts in Northern Ireland (2025/26)
Date published:
The Department of Health today published statistics on complaints and compliments received by the six Health and Social Care (HSC) Trusts during 2025/26.
It also includes information on complaints against Family Practitioner Services in Northern Ireland.
This statistical release presents information on complaint issues and compliments received by HSC Trusts. It details the number of HSC Trust complaint issues received, the programme of care (POC) and category of the complaint issue, along with the time taken to provide a substantive response to complaints received.
Information on compliments received by HSC Trusts provides details on the subject of the compliment and method by which the compliment was received. Information is also presented on Family Practitioner Services complaints handled by the SPPG Complaints Team.
The statistics in this report are Official statistics in development (previously called Experimental statistics); these are statistics that are published in order to involve users and stakeholders in their development and as a means to improve quality. The reason the complaints statistics are being classified in this way is due to changes accompanying the introduction of new guidelines for complaints.
Key points:
New complaints handling procedure for health and social care:
From 1 January 2026, all Health and Social Care (HSC) organisations must follow the Northern Ireland Public Services Ombudsman Model Complaints Handling Procedure (MCHP). The introduction of MCHP from January 2026, has resulted in a break in the statistical series of complaints statistics. For this reason, it is helpful to separate the statistics recorded pre and post MCHP. The focus in this report is on data collected pre MCHP (April to December 2025). This annual report will be the final report for the time period covered by Department of Health policy; future reports will be based on information collected under the MCHP. It should be noted that during this period of change, there may be disruption to the statistics as HSC colleagues continue to work on embedding the new guidelines in their organisations.
Complaints April - December 2025:
During the period April-December 2025, 5,222 complaints relating to 9,281 complaint issues were received by HSC Trusts.
Over half (5,283, 57%) of complaint issues received during this period related to the ‘acute’ programme of care.
The most common categories of complaint issue were Quality (2,246, 24%) Institutional (1,912, 21%) and Communication (1,826, 20%).
Of the complaints received, the median age of the patient/client was 46 years.
During April-December 2025, over two-fifths (2,330, 45%) of substantive responses were provided by HSC Trusts within 20 working days of having received the complaint.
Compliments 2025/26:
During 2025/26, 44,586 compliments (via card, email, feedback form, care opinion, letter, social media or telephone) were received by HSC Trusts in Northern Ireland.
Of the 44,586 compliments received by HSC Trusts, 23,583 (53%) related to ‘Quality of Treatment and Care’, 8,786 (20%) to ‘Staff Attitude and Behaviour’, 4,595 (10%) to ‘Information and Communication’, 1,091 (2%) to ‘Environment’, and 6,531 (15%) to ‘Other’ subjects.
The information release is published on the Departmental website at: https://www.health-ni.gov.uk/articles/complaints-statistics
Notes to editors:
1. The information detailed in this publication is derived from two separate statistical returns provided by the six HSC Trusts including the Ambulance Service (NIAS), (i) complaints, and (ii) compliments received by HSC Trusts. It also includes information on FPS complaints derived from the SPPG Complaints Team statistical return.
2. This statistical bulletin provides information on the number of HSC Trust complaint issues received, the programme of care (POC) and category of the complaint issue. For complaints received it also provides details on the age of the patient/client, gender of the patient/client, relationship of the complainant to the patient/client, the method of complaint and the average number of working days to provide a substantive response to a complaint.
3. Information on compliments received by HSC Trusts reports on the subject of the compliment and method by which the compliment was received.
4. All information has been provided by HSC Trusts and SPPG Complaints Team and incorporates all returns and amendments received up to 30 July 2026.
5. New Complaints Handling Procedure for Health and Social Care:
From 1 January 2026, all Health and Social Care (HSC) organisations must follow the Northern Ireland Public Services Ombudsman Model Complaints Handling Procedure (MCHP). This applies to all services provided or commissioned by HSC organisations.
From this date, the HSC MCHP replaces the Department of Health’s previous Guidance and Directions on the HSC Complaints Procedure.
The HSC MCHP focuses on using complaints data to learn and improve services and service delivery
The HSC MCHP introduces a two-stage process:
• Stage One: Frontline response. This stage focuses on early resolution, usually within 5 working days, and as close as possible to the point where the service was provided.
• Stage Two: Full investigation. This stage takes a closer look at what happened and aims to provide a full response within 20 working days. If this timeframe is not achievable, an explanation and an updated response date must be provided.
A complaint may be resolved at any stage during the complaints handling procedure.
For a transitional period, a complaint raised before 1 January 2026 will continue to be managed under the Department of Health guidance until the complaint is concluded.
The full HSC Model Complaints Handling Procedure can be accessed here: NIPSO_MCHP_Health&SocialCare.pdf
6. The statistics in this report are Official statistics in development (previously called Experimental statistics); these are statistics that are published in order to involve users and stakeholders in their development and as a means to improve quality. The reason the Complaints statistics are being classified in this way is due to changes accompanying the introduction of new guidelines for complaints. During this period of change, the Department has been liaising with colleagues in HSC Trusts and the Northern Ireland Public Services Ombudsman’s Office, to help ensure that information is collected in a consistent manner that will help inform and ultimately improve services and service delivery. As the HSC organisations embed the new procedures into their organisations, there will be an impact on recording due to the new guidelines themselves and also the change to data systems used to collate the data.
7. Work on these statistics continues and the release of 2025/26 information as Official statistics in development allows users and stakeholders to be involved in the development of this statistical series. Feedback is welcome and will be utilised to improve the quality and value of the statistics in line with user requirements; any comments should be sent to phirb@health-ni.gov.uk.
8. Further information on Complaint Issue statistics is available from:
Public Health Information & Research Branch
Department of Health
Annexe 2, Castle Buildings
Stormont, BT4 3SQ
Email: phirb@health-ni.gov.uk
9. For media enquiries please contact DoH Press Office by email: pressoffice@health-ni.gov.uk
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