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Can I make a CICA complaint on behalf of a client?
I completed a claim to the Criminal Injuries Compensation Authority on behalf of a client. My client is satisfied with the level of award but dissatisfied with the way it handled the claim. 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 2015, which sets out specific service standards which CICA should adhere to.
The standards include acknowledgement of receipt of the claim together with the provision of ‘information about the progress of your application at key stages of the claim’.
You should submit the complaint using the CICA dedicated complaint form.
Initially, the complaint should be dealt with by the case handler responsible for your client’s claim.
If the complaint cannot be resolved by the case handler, it can be escalated to the team manager and thereafter to a member of CICA’s executive management board.
If still not satisfied, your client can refer the matter to the Parliamentary Ombudsman via their MP.
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.
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