How do I make a complaint? 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. You can make a complaint in a number of ways, to make a complaint: - •use our online complaint form •telephone our customer support team - 0300 003 3601 (freephone), please have your case reference number ready to quote. •e-mail our customer support team - [email protected] •write to: Executive Office (customer support) Criminal Injuries Compensation Authority Tay House 300 Bath Street Glasgow G2 4LN What will happen next? We have a formal procedure for dealing with complaints, treating each one individually. Our three-stage process is designed to resolve any issues as soon as possible. Stage one: The regional team handling your claim will contact you to discuss how we can resolve your complaint and how quickly this can be done. Stage two: If you feel your complaint or enquiry has not been resolved to your satisfaction at the end of stage one, the regional manager will investigate and respond to you. Stage three: If you feel your complaint or enquiry has still not been resolved to your satisfaction at the end of stage two, a member of our Executive Board will investigate and respond to you. Our Executive Board, including the chief executive will be made aware of all complaints. 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: [email protected] Fax: 0300 061 4000 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: [email protected] Fax: 0800 377 7331 Text: 0790 049 4372 spso.org.uk
Posted on: Sun, 10 Nov 2013 15:03:03 +0000
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