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Complaints

VSS Takes Complaints Very Seriously

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We have a set of guidelines that we follow when handling complaints.

Click on the link below to download the VSS Complaints Policy and Procedures:

The guidelines explain that, if you raise a concern, the VSS will follow the steps below:

  • Step 1:  We will acknowledge your complaint within 2 working days.  We will try to solve the problem for you right away.  If this is not possible, we will move to Step 2.
  • Step 2: We will investigate the issue.  We will then write to you within 10 working days to explain what has happened.  If you are not happy with the outcome at this stage, the process moves to Step 3.
  • Step 3:  If you are not happy with the outcome of Step 2, you can request a Review.  This will be carried out by the VSS Board.  Normally, this will take a further 10 working days.  If it takes longer than that, we will keep you informed.  When the final outcome is decided, we will write to you.

Once the outcome is decided, you will be informed in writing. This is the final stage of the VSS internal process for dealing with complaints.

What if you are not satisfied?

If you are still not happy following a response from the VSS Board, you can refer your complaint to the Northern Ireland Public Services Ombudsman by contacting:

Progressive House,
33 Wellington Place,
Belfast,
BT1 6HN

Telephone: 028 90 233 821
Free Phone: 0800 34 34 24
Text Phone: 028 90 897 789
Freepost: Freepost NIPSO
Email: nipso@nipso.org.uk
Website: www.nipso.org.uk

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