Guidance

The Infected Blood Compensation Scheme feedback mechanism

Published 14 April 2026

• IBCA and the Cabinet Office have launched a new route to raise any concerns about the design or delivery of the compensation scheme. 
• From today, you can email feedbackandconcerns@ibca.org.uk and your email will be directed to either the Cabinet Office or IBCA to respond to. 
• Concerns or issues raised will be considered by the Cabinet Office and IBCA. Both organisations will publish quarterly summaries of feedback received on the compensation scheme design and delivery, and any action being taken as a result. If further action is not being taken, we will explain the reason for that decision. 
• This will not affect or replace existing IBCA and Cabinet Office engagement and correspondence routes and builds on the approach that both organisations have taken to date.

1. The Inquiry’s recommendation 2e

The Inquiry recommended, in its Additional Report, that there should be an identified person or body that individuals may raise concerns with the Infected Blood Compensation Scheme, who must consider the concern, log it and ensure either:

• A person of appropriate seniority either responds to it in writing;
• It is placed on the agenda for the next meeting of the advisory body or the IBCA Board; or 
• It is considered by the Cabinet Office and Minister as appropriate.

Now that the Inquiry has closed, it is appropriate that there is a mechanism in place to allow the community to raise concerns and have them addressed in a clear and transparent way. 

Sir Brian Langstaff recommended an identified person or body to whom people are able to register their concerns about the scheme. This process will be overseen by James Quinault, Director General in the Cabinet Office, and David Foley IBCA CEO, who are accountable for the compensation scheme design and delivery, respectively. 

The Chairs of IBCA Audit and Risk Assurance Committee (ARAC), and Cabinet Office Audit Committee, will provide assurance that the process is running as intended, and can consider any and report on any appeals where people are unsatisfied by the way their concerns have been dealt with, for the IBCA and Cabinet Office parts of the mechanism respectively. 

2. New email address to send concerns with the scheme 

IBCA have launched a new email address, where the community can send concerns with either the design, or the delivery of the compensation scheme. These will then be responded to through either IBCA or the Cabinet Office correspondence processes, within their respective target response times. 

This new process is in addition to, and will not replace, any existing correspondence routes or the existing ways that IBCA or the Cabinet Office engage with the Infected Blood community, such as via post, Cabinet Office correspondence, email, phone, through claim managers, or at IBCA or Cabinet Office events. 

You can still contact the Cabinet Office through the normal correspondence route at this link: Contact the Cabinet Office 

3. Quarterly updates to expect from the Cabinet Office and IBCA

The Cabinet Office will publish a quarterly summary of the issues raised with the compensation scheme during the previous three months, both through existing engagement and correspondence routes, and through the IBCA mailbox. 

You may be aware that IBCA already publishes a report every three months, summarising issues raised by the infected blood community and their representatives, regarding concerns with compensation delivery. 

The Cabinet Office and IBCA will align their publication dates so that the community can access and read both summaries at the same time. The quarterly summaries will both be published ahead of IBCA’s regular Public Board meetings. The first Cabinet Office summary will be published in July. 

Consideration will be given to issues raised with the Cabinet Office that are either:

a. New to the Cabinet Office team (i.e. they have not been considered before, for example as part of the recent Government consultation); or b. The same/similar concerns are raised by a significant number of people.

Issues that fall into these categories will be investigated, and quarterly summaries published, including detail on what the Cabinet Office proposes to do about them. 

IBCA and the Cabinet Office are grateful for the Infected Blood community’s continued engagement and feedback on the compensation scheme.