Options available for contacting us with your complaints
- In Person: Talk to any member of National Ambulance Service staff, service manager or complaints officer
- Online Form: Send your complaint securely through the online feedback form
- By Email: E-mail firstname.lastname@example.org with your feedback.
- By Letter: Send a letter or fax to any HSE location. Staff can help you put your complaint in writing, if you require assistance.
- By phone: LoCall 1890 424 555: Your call will be answered by a staff member from the National Complaints Governance & Learning Team.
- Contact our Confidential Recipient for Vulnerable Persons (any vulnerable person receiving residential care in a HSE or HSE funded facility ), Leigh Gath, LoCall 1890 100 014 Mobile 087 6657269
- Through Advocacy Services: Contact an Advocacy Service.
- National Specialist in Accessibility: The HSE has appointed a National Specialist in Accessibility who will provide guidance, advice and strategic support in the promotion of access for people with disabilities. The purpose of the role is also to develop a strategic framework for the implementation of Part 3 of the Disability Act 2005 in the HSE.
- What do I need to include in my complaint?
- What will happen next?
- How long will it take the complaints officer to look into my complaint?
- What do I do if I am not satisfied with the recommendations made by the complaints officer or the way my complaint was dealt with?
- What if I am not happy with the outcome of the review?
- Still unsure how to make a complaint?
What do I need to include in my complaint?
A written complaint should include:
- Who was involved?
- What happened and when?
- What are you concerned about?
- Have you done anything else to resolve this matter?
- What do you want to happen now?
It will also assist the Complaints Officer if any extra information and/or copies of other relevant documents are attached to your written complaint.
What will happen next?
In the case of a comment or a compliment:
- We will send you a letter of acknowledgement if contact details are provided. All comments or compliments will be forwarded to the relevant service or staff member.
- A verbal complaint will be acknowledged as soon as possible be the relevant staff member.
- A written complaint will be acknowledged by a complaints officer in writing within five working days.
How long will it take the complaints officer to look into my complaint?
- The complaints officer will look into your complaint within 30 working days of the date when it was acknowledged.
- If it takes longer to look into all the issues raised in your complaint the complaints officer will notify you within thirty working days and will give you an update on what is happening every twenty working days after that.
What do I do if I am not satisfied with the recommendations made by the complaints officer or the way my complaint was dealt with?
You will be advised in the response to your complaint of the process for requesting a review. For further information you may contact the National Complaints Governance & Learning Team on 045 880400.
Or you may wish to make a complaint directly to the Office of the Ombudsman or Ombudsman for Children:
Office of the Ombudsman
(9.15 - 5.30 from Monday - Thursday, 9.15 - 5.15 Friday)
Ombudsman for Children's Office
(9.15 - 5.30 from Monday - Thursday, and 9.15 - 5.15 Friday)
Whilst we attempt to respond to all forms of correspondance quickly, when local investigation is required you will understand that this takes time, but we will always do our best to act quickly and efficiently. We promise to keep you updated regularly on progress made.