Complaints - Stage 4: The appeals process (FOD)

The appeals process can be initiated after a decision has been made by HSE on the future follow up of a complaint. For example:

  • A complainant has been told that HSE will not follow up the concern as it has been rated "green" or does not meet the definition of a complaint
  • A complainant is dissatisfied with the speed of the follow up process
  • HSE has completed its follow up and the complainant is dissatisfied with the outcome.

The Appeals process described deals only with decisions made by the complaints handling team. Appeals against decisions made by FMU Band 2 are heard by the Band 2 and Band 1.

Step 4.1 - Initiation of the appeals process

For the Band 5 or FMU Inspector

Performance standard

Where the appeals process has been initiated the appeal should be:

  • Referred to the Appeals manager in writing, immediately, The date the appeal was received should be recorded.
  • The complainant informed on the same day that the matter has been referred to the Appeals manager


  • For Appeals concerning red or amber complaints, record on COIN that an appeal has been initiated and the date referred to the Appeals manager.

Step 4.2 - Carrying out the appeal

For the Appeals manager

The purpose of the appeal process is to identify:

The Appeals manager will:

Performance standards

  • The Appeals manager will carry out the appeal process and reach a decision within 10 working days of the appeal being raised.


  • A record of the outcome of the appeal into a red or amber complaint should be put on COIN by the Appeals manager and the details of any "Green" appeals held by the Appeals manager for monitoring purposes.

Step 4.3 - Actions resulting from the appeal

Where the appeal identifies that further action is needed the Appeals manager will:

Where the appeal identifies that no further action is necessary the Appeals manager will:


Performance Standards

The Appeals Manager will

  • Within 10 working days inform the complainant, in writing or by telephone, of the outcome of the appeal,
  • Inform the complaints handling team of the outcome of the appeal within 10 working days
Updated 2020-12-14