Haemophilia NI Complaints Policy – V1 April 2026

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1. Purpose

 

Haemophilia NI is committed to operating in a transparent, accountable and fair manner. We welcome feedback and recognise that complaints provide an opportunity to improve our services, governance and engagement with members.

This policy sets out how complaints will be received, managed and resolved in a proportionate and consistent way.

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2. Scope

 

This policy applies to complaints relating to:

 

· The services, activities or decisions of Haemophilia NI

· The conduct of trustees, volunteers or representatives acting on behalf of the charity

 

This policy does not apply to:

 

· Safeguarding concerns, which must be handled under the Safeguarding Policy

· Incidents or accidents, which should be recorded using the Incident Report process

· Clinical care or treatment provided by healthcare services (see Section 8)

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3. Principles

 

Haemophilia NI will ensure that complaints are:

 

· Handled promptly, fairly and consistently

· Dealt with in a proportionate manner, appropriate to the size and nature of the organisation

· Managed with respect, confidentiality and sensitivity

· Used to inform learning and continuous improvement

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4. Submitting a Complaint

 

Complaints should be made in writing (email or letter) and include:

 

· Name and contact details of the complainant

· A clear description of the complaint

· Any relevant supporting information

 

Complaints should be submitted by email to:

Email: info@HaemoNI.onmicrosoft.com

 

· Complaints will be directed to the Chair of Haemophilia NI.

· Complaints should normally be raised within 12 months of the issue arising. Haemophilia NI may consider complaints outside this timeframe where there is a valid reason for the delay.

 

Complaints should normally be raised within 12 months of the issue arising. Haemophilia NI may consider complaints outside this timeframe where there is a valid reason for the delay.

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5. Complaints investigation procedure

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5.1 Acknowledgement

Complaints will be acknowledged within 5 working days.

 

5.2 Investigation

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The Chair or an appointed trustee will review the complaint and determine the appropriate course of action. This may include gathering information from relevant trustees, volunteers or third parties.

 

5.3 Outcome

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A written response will normally be provided within 20 working days. Where additional time is required, the complainant will be informed.

 

6. Governance and Oversight

 

 

All complaints received, together with outcomes and any actions taken, will be reported to the Board of Trustees. The Board will ensure that complaints are handled appropriately and in line with trustee duties of accountability and acting in the best interests of the charity.

 

Any required actions, improvements or learning will be recorded and monitored.

 

7. Complaints Involving the Chair

 

Where a complaint relates to the Chair:

 

· The Board will appoint a trustee (or small panel) to investigate the matter independently

· Findings and recommendations will be reported to the full Board

 

8. Complaints Relating to Healthcare Services

 

Haemophilia NI is an independent charity and is not responsible for the delivery of clinical care or treatment.

 

Complaints relating to medical care, treatment, or services provided by the Haemophilia Centre or associated healthcare providers must be raised through the appropriate Belfast Health and Social Care Trust or healthcare provider’s complaints procedure.

 

Haemophilia NI does not investigate or adjudicate on clinical matters.

However, where appropriate, Haemophilia NI may:

 

· Provide information on how to access the relevant complaints process

· Offer general support to individuals navigating the process

· Signpost to appropriate organisations or sources of advice

 

In providing this support, Haemophilia NI will remain impartial and will not act as a representative, advocate, or decision-maker in relation to clinical complaints

 

9. Confidentiality and Data Protection

 

Complaints will be handled confidentially and shared only where necessary to investigate and resolve the issue. Any personal data will be processed in line with Haemophilia NI’s Data Protection Policy and Privacy Notice.

 

10. Record Keeping

 

A record of complaints, outcomes and actions taken will be maintained securely. Records will be reviewed periodically by the Board to identify trends, risks or areas for improvement.

 

Where relevant, complaints may inform risk assessments, safeguarding reviews or governance improvements, aligned with existing reporting processes such as incident reporting.

 

11. Review of Policy

 

This policy will be reviewed periodically by the Board of Trustees, or sooner if required by changes in legislation, guidance or organisational needs.

 

12. Approval

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This Complaints Policy was approved by the Board of Trustees of Haemophilia Northern Ireland on:

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Date: 13 May 2026

Signed (Chair):