Client care

Can I make a Criminal Injuries Compensation Authority complaint on behalf of a client?

My client was granted an award by the Criminal Injuries Compensation Authority. They’re satisfied with the level of the award but not with the overall customer service. Can I make a complaint on my client’s behalf?

You’re entitled to submit a complaint concerning poor service to the Criminal Injuries Compensation Authority (CICA) on behalf of your client.

CICA’s customer service standards are governed by the provisions of the Code of Practice for Victims of Crime (PDF, November 2020).

Page 24 of the code sets out specific service standards which CICA should adhere to.

This includes acknowledgement of receipt of the claim together with a provision that all written correspondence received during the progress of your claim should be responded to within 20 working days of receipt.

You should submit the complaint by email or letter.

CICA has a three-stage complaints procedure.

  • the complaint should be dealt with by a member of the CICA customer resolution team, who should contact you within five working days of receipt of your complaint
  • if the complaint cannot be resolved, it will be escalated to the customer resolution team manager
  • if still unresolved, the complaint will be reviewed by a senior manager

Once CICA’s complaints procedure is exhausted, your client can refer the matter to the Parliamentary and Health Service Ombudsman via their MP if still not satisfied.

Find out more about the CICA complaints procedure

Disclaimer

While every effort has been made to ensure the accuracy of the information in this article, it does not constitute legal advice and cannot be relied upon as such. The Law Society does not accept any responsibility for liabilities arising as a result of reliance upon the information given.

Have you got a practice question?

Call the Practice Advice Service on 020 7320 5675 or email practiceadvice@lawsociety.org.uk.

The Practice Advice Service is staffed Monday to Friday from 9am to 5pm.

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