HSC Complaints - Standards and Guidelines
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Detailed Guidance on the Health & Social Care Complaints Procedure
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 that 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 https://www.nipso.org.uk/sites/default/files/2025-06/NIPSO_MCHP_Health%26SocialCare.pdf