The VSS welcomes your comments and feedback.  We also want to know if you have a complaint about the services that we provide.  Please feel free to contact us and speak to us.

VSS takes complaints very seriously. 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:

VSS Complaints Policy and Procedures (updated July 2019)

VSS Complaints Leaflet

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:

The Northern Ireland Public Services Ombudsman

Progressive House

33 Wellington Place



Telephone:  028 90233821

Free phone:  0800 34 34 24

Text phone:  028 90897789

Freepost:  Freepost NIPSO