Complaints

Options available for contacting us with your complaints:

• In Person: Talk to any member of National Ambulance Service staff or service manager
• By Email: Click here to find your local complaints and feedback manager
• By Letter: Send a letter to your local NAS location
• By phone: Contact number for local complaints and feedback manager
• Online Form: Send your complaint securely through the online feedback form

•  Public Representatives: Click here

• Contact our Confidential Recipient for Vulnerable Persons (any vulnerable person receiving residential care in a HSE or HSE funded facility ), grainne.cunningham@crhealth.ie, Mobile: 087 665 7269
• Office Administrator, etta.shanahan@crhealth.ie, Office mobile: 087 1880523
• 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.
  
  
  

Your Complaint

• 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?

We hope that we have been able to resolve your complaint satisfactorily. However, if you remain unhappy with our response then you can refer your complaint to the Office of the Ombudsman.

The Ombudsman is fair, independent, and free to use. The Ombudsman will ask you for details of your complaint and a copy of this letter/email (our final response to your complaint). The best way to contact the Ombudsman is by:

 Clicking on the ‘Make A Complaint’ link at www.ombudsman.ie
 Writing to: Office of the Ombudsman, 6 Earlsfort Terrace, Dublin 2, D02 W773
 Calling the Ombudsman on 01 639 5600 if you have any queries.

Whilst we attempt to respond to all forms of correspondence 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.