Health Estates – Complaints Procedure for Procurement of Construction Related Activities

We consider a complaint to be any expression of dissatisfaction about the services we provide (including our standards of service and the manner in which we deal with Economic Operators). If you are not happy with any aspect of the services we provide you can telephone, write to or email us.

We aim, as a Centre of Procurement Expertise (CoPE), to provide a high quality, efficient and professional service, but if you are not satisfied we are keen to find out why.  If you are not happy with our treatment of you please get in touch as soon as possible with the person you have been dealing with.  They are best placed to sort out most problems.  If you are still not satisfied, or feel unable to raise the matter with that person, please ask to speak to their immediate manager.  We hope we will be able to deal with most problems in this way.

If this does not resolve the problem, Health Estates has a formal complaints procedure that comprises two stages.  Your complaint and our response must be in writing or e-mail.  We do not normally deal with this type of complaint verbally, as it is best to keep a written record.

It is important to note that Health Estates’ formal complaints procedure is not an appeal mechanism for Economic Operators who are dissatisfied with the outcome of a procurement competition.  The relevant procedure in such cases is set out in the Public Contracts Regulations 2006 (SI 2006 No 5) and The Public Contracts (Amendment) Regulations 2009 (SI 2009 No 2992).

At Stage I you should write by post or e-mail to the Estates Director at the address given below who will arrange for it to be investigated.  He/she will aim to send you a full response within 10 working days of receiving your complaint.  If our investigation is taking longer than this, then he/she will let you know when you can expect a full reply.

If you remain dissatisfied following the Estates Director’s response you should write by post or e-mail to the Chief Estates Officer at the address given below.  The Chief Estates Officer will arrange to have the matter investigated and will try to inform you where practical of his / her findings within 15 working days of receipt of your case presented in writing. If it is not possible to provide a full response within this time because, for example, the matter requires a more detailed investigation, you will be kept informed of progress.

If on receipt of the Chief Estates Officer’s response you continue to be dissatisfied, you may ask a Member of the Assembly (MLA) to refer your complaint to the Office of the Northern Ireland Ombudsman for investigation.  You will be expected to have already referred your complaint to Health Estates, and been through our formal complaints procedure before requesting your MLA to take the matter up with the Ombudsman.  In such circumstances the Office of the Ombudsman will consider the facts of each case and decide if the complaint falls within the jurisdiction of the Ombudsman.

Chief Estates Officer
Room A3.3
Castle Buildings
Stormont
Belfast
BT4 3SQ

Estates Director
Health Estates Investment Group
Annexe 7
Castle Buildings
Stormont
Belfast
BT4 3SQ

For General Queries Tel: 028 90523795

To discuss the Complaints Procedure Tel: 028 90523921

E-mail enquiries making reference to complaints: information.services@dhsspsni.gov.uk