We aim to provide a high standard of service. If you are unhappy with the way we have dealt with your application we would like to hear from you so that we can put things right if at all possible.
To make a complaint, please contact the CICA Customer Liaison Team. Please have your case reference number ready to quote.
- Freephone: 0800 358 3601*
- E-mail Customer.Feedback@cica.gsi.gov.uk
- Write to:
Customer Liaison Team
Criminal Injuries Compensation Authority
Tay House
300 Bath Street
Glasgow
G2 4LN
*Calls are free from landlines in the UK but there may be a charge if you ring from outside the UK or on a mobile phone.
What will happen next?
The Customer Liaison Team will acknowledge your complaint when they receive it.
Our three-stage process is designed to resolve any issues as soon as possible.
Stage 1: Regional team
The regional team handling your case will respond to your complaint. This is so that the issue can be resolved by those actually working on your case. We aim to respond fully within 21 days.
Stage 2: Formal complaint to the Customer Liaison Team
We hope that the majority of complaints can be resolved by the regional team handling the case. However, if you are not satisfied with their response, the Customer Liaison Team will investigate your complaint independently.
Stage 3: Contacting the Corporate Services Management team
If after the investigation by the Customer Liaison Team you feel your complaint / enquiry has not been resolved to your satisfaction, the Corporate Services Management team will investigate and respond.
What if I am still unhappy?
If at the end of stage three you are still unhappy, you can ask for your complaint to be referred to the Parliamentary and Health Service Ombudsman (covering England and Wales) or, in Scotland, the Scottish Public Services Ombudsman (SPSO). The Ombudsman is responsible for investigating complaints of poor administration.
If you want to complain to the England and Wales Ombudsman you will need to ask your Member of Parliament to do this for you.
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Phone: 0345 015 4033
E-mail: phso.enquiries@ombudsman.org.uk
Fax: 0300 061 4000
www.ombudsman.org.uk
In Scotland, you do not need to complain through your MP or Member of the Scottish Parliament (MSP) but the SPSO will need to be satisfied that you have exhausted CICA’s complaints process.
SPSO
Freepost EH641
Edinburgh
EH3 0BR
Phone: 0800 377 7330
E-mail: ask@spso.org.uk
Fax: 0800 377 7331
Text: 0790 049 4372
www.spso.org.uk