Complaints Procedures
How to raise a concern or complaint with JACE Private Hospital
We take feedback seriously and aim to handle concerns promptly, fairly, and clearly. This page explains how to contact us, what response times to expect, and what further support is available if needed.
Feedback & Complaints
A clear route for concerns, feedback, and formal complaints
Anyone who has received care at JACE, or a relative acting with written consent, can raise a concern through the complaints process.
2 Days
Acknowledge
20 Days
Response Goal
6 Mos
Time Limit
RQIA
Regulated
Making A Complaint
How concerns and complaints are handled
You can raise a concern verbally or in writing. Our aim is to acknowledge it promptly, investigate it fairly, and give a clear response within the expected timeframe.
You can speak to any member of the JACE team, call us, or write to us by post or email.
A complaint should normally be made within 6 months of the event, or within 6 months of becoming aware of the matter.
If you remain dissatisfied after our response, further independent support is available.
By Post
Complaints Team, JACE Medical, Unit 1 & 2, The Vale Centre, Clooney Road, Greysteel, BT47 3GE
By Phone
0333 404 1999, Monday to Friday, 9am to 5pm
By Email
What to expect once a complaint is received
The process is designed to acknowledge concerns quickly, investigate them properly, and make sure patients know what happens at each stage.
Your complaint is acknowledged
We aim to acknowledge complaints within 2 working days so you know the issue has been received.
The concern is reviewed and investigated
The relevant team reviews the details, considers the circumstances, and gathers the information needed for a proper response.
A response is provided
Our goal is to provide a response within 20 working days, or to keep you updated every 20 working days if the investigation needs longer.
Further support remains available
If you remain dissatisfied, you can seek independent support or escalate the complaint to the appropriate body.
Pathway Support
Further options
Northern Ireland Public Services Ombudsman: 028 9023 3821
Patient and Client Council: Freephone 0800 917 0222
JACE Medical is regulated by the RQIA.
If you remain dissatisfied
Independent support is available through the Northern Ireland Public Services Ombudsman and the Patient and Client Council. Complaints should normally be raised within the relevant 6-month time limit.
We Value Your Feedback
If you have a concern, please do not hesitate to contact the complaints team. Your feedback helps us improve our service.