Complaints procedure
How to complain about the service you have received from the Criminal Injuries Compensation Authority (CICA).
Making a complaint
We are committed to providing a high standard of service. We understand that our applicants may be living with the effects of trauma. If we do not meet the standards set out in our Customer Charter, we want to know so that we can correct this.
We will manage all complaints sensitively and fairly and we will work with you to resolve your concerns as quickly as possible.
Reasons for complaint
You can complain if, for example:
- we made an error or failed to meet the timescales we aspire to in processing your application
- a member of our staff treated you discourteously or inappropriately
- we failed to meet any of the other standards set out in our Customer Charter
- we mishandled your personal information
- we failed to follow our own procedures or published guidance
Complaints we cannot consider
We cannot resolve complaints about some issues. These include:
- A compensation decision - the Scheme gives you a statutory route to challenge our decisions. Your decision letter will explain how to request a review or appeal.
If we have resolved your complaint by issuing a decision on your application, we will not escalate the complaint because you disagree with that outcome.
- Disagreement with Scheme rules - the rules of the Scheme are made by the Secretary of State and approved by Parliament. We cannot change or make exceptions to these rules.
- Actions of other organisations (such as the police or medical providers) - you should contact the relevant organisation directly.
- Changes in legislation or government policy governing the Scheme.
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Routine case updates we will not register complaints about not receiving a reply to your request for an update on your application
- Routine processing times:
- where your application was received less than 12 months before your complaint
- where information on your application has been awaiting assessment for less than 6 months. This includes where we have taken action to progress your application because of a previous complaint.
You can still complain about an active service failure at any stage, such as if we do not respond to your request for help getting documentation we’ve asked for or if we made an error.
Time limits
Complaints must be made no later than 12 months from the date of the issue you are complaining about. Raising your complaint quickly helps us investigate it thoroughly and resolve problems as quickly as possible. If you are unhappy with the outcome of your complaint and want to escalate it, you should tell us as soon as possible.
We may, at our discretion, consider complaints submitted after 12 months in exceptional circumstances, for example, if serious illness, bereavement, or mental health difficulties prevented you from complaining sooner. Please explain the reason for the delay when you submit your complaint.
How the process works
When we receive a complaint, we first check whether it falls within the scope of our complaints procedure.
We then have a formal 2-stage complaint process.
- Stage 1 - managed by a complaint handler
- Stage 2 - managed by a complaints manager
We aim to reply within 30 working days at each stage. Our working days are Monday to Friday and do not include public holidays.
Stage 1 - complaint investigation
A complaint handler will assess whether your complaint can be considered within our complaint procedure, or whether we can resolve your concerns without needing a full investigation.
If we decide not to register your complaint, we will write to you as soon as possible to tell you why and explain your options.
If you disagree with our decision not to register your complaint, you can ask a manager to review that decision.
You should request this as soon as possible after we contact you. The manager will aim to respond within 10 working days. If after review we decide not to register your complaint, you can contact Ombudsman and ask them independently review.
If we register your complaint, it will be allocated to a named complaint handler. We will aim to write to you to tell you this within 5 working days of receipt.
Your complaint handler will investigate your complaint thoroughly and aim to send you a written outcome within 30 working days. If we need longer, we will tell you why and give you a different timescale.
Stage 2 - review
If you are dissatisfied with our resolution, you can ask for a complaint review. A manager who was not involved in the Stage 1 investigation will review your complaint.
You should request this as soon as possible after receiving the Stage 1 outcome. We will aim to acknowledge this within 5 working days and aim to provide our final written response within 30 working days.
If we uphold your complaint
If we determine that your complaint is justified, we can:
- Apologise
- Correct something we have done wrong
- Consider improvements to our service
- The public funds we administer are intended to pay compensation to victims of crime. It is not our policy to offer a financial resolution to complaints.
Independent review
If we cannot resolve your complaint after a Stage 2 review, you can refer to the relevant Ombudsman for independent review.
England and Wales: Parliamentary and Health Service Ombudsman (PHSO) - you can refer directly to the PHSO, if your complaint relates to your treatment as a victim under the Victims’ Code. If your complaint relates to something else, a referral to the PHSO must be made through your MP.
Scotland: Scottish Public Services Ombudsman (SPSO) - you can refer directly to the SPSO.
You must complete CICA’s complaints process before contacting the Ombudsman.
How to complain
We ask that you use our online complaint form if possible.
You can also complain by:
Telephone: 0300 003 3601 (Monday to Friday, 8:30am to 3:00pm)
Or post:
CICA
10 Clyde Place
Buchanan Wharf
Glasgow
G5 8AQ
When submitting your complaint, please tell us clearly what you are complaining about, when the issue happened, how it affected you, and the outcome you want.
You can make a complaint yourself or ask someone to act for you. If someone is acting for you, they must be named on your application.
Using artificial intelligence (AI) to help write your complaint
You can use AI tools to help prepare your complaint, but we recommend keeping the focus on your own experience and how the issue affected you.
Avoid sharing sensitive personal information unless you are confident how it will be used and protected.
Before submitting your complaint, check that any AI-generated text is accurate and reflects your personal experience.
Guidance on AI, including examples of helpful prompts to use, are available from the PHSO and the SPSO .
You may find their guidance useful when preparing your complaint. All complaints to CICA must still be submitted using our online complaint form.
Support and reasonable adjustments
In our first contact with you, we will ask if you have any communication needs or preferences that we should consider when handling your complaint. Examples of reasonable adjustments include:
- Handling complaints by telephone if written communication is difficult for you
- Providing information in alternative formats
- Allowing you extra time to submit details of your complaint or ask for an escalation
- Offering a named point of contact throughout your complaint