Complaints procedure

If you are unhappy with our service or you think we've got something wrong, please let us know.

How to contact us

The Independent Case Examiner

PO Box 209
L20 7WA

You must contact the organisation you want to complain about before you contact the Independent Case Examiner. If you’ve not had a final response from them we won’t consider your complaint. We only reply to emails that are related to the work we do.

There will usually be someone to take your call from Monday to Friday, 8am to 6pm.

We only reply to emails that are related to the work we do.

What happens next

If a written response is required, we aim to:

  • acknowledge your complaint within 2 working days of receipt
  • send you a full response within 3 weeks (if it’s going to take longer, we’ll let you know within 3 weeks and tell you why)

If you’re not satisfied

If you’re unhappy with the way we’ve handled your complaint about us, you can ask your Member of Parliament to refer your complaint to the Parliamentary and Health Service Ombudsman.

In Northern Ireland, you can refer your complaint to the Northern Ireland Public Services Ombudsman.

Service standards

Read about our service standards and performance on the Independent Case Examiner service standards page.