Making your complaint
To start the complaints process, you have to register your complaint.
You can do this in any of these ways:
- Use our complaint form
- Call us on 0141 7262397 and then ask to make a formal complaint
- Email complaints@ibca.org.uk
Required Information
You should include as much information as possible.
Tell us:
- Your full name and preferred contact method
- Your IBCA reference number, if you have one
- What went wrong
- When it happened and who you dealt with
- What effect our actions had on you
- How you’d like us to resolve the matter
Using AI to support your complaint
We want to hear about your experience in your own words. Simple, clear language is more effective than formal or legal writing. If you use AI tools to help you write your complaint, please follow these principles:
- stay safe: Avoid entering sensitive personal details into AI tools, as they may store or use your data
- be authentic: Ensure the final text reflects your own experience and how you feel.
- be accurate: Always check that the facts are correct and reflect what actually happened
- keep it simple: You do not need to use legal jargon or formal language to make your complaint official
If you want someone else to complain on your behalf
If you want a representative or legal Power of Attorney to make a complaint on your behalf, you’ll have to submit a complete Authority to Act form.
Contact the complaints team by phone or email to find out about the Authority to Act form.
The form must be for this complaints procedure specifically.
If you’ve given authorisation before - for example, for a compensation claim, an appeal or correspondence - it cannot be used for your complaint.
Similarly, the Authority to Act form you submit for making a complaint cannot be used for any part of your compensation claim, an appeal or any other statutory process.
This is so that we comply with all legal and data protection requirements and protect confidential information about the complaint and the claim.
We will share all complaint-related correspondence with both you and your authorised representative.
Respectful contact policy
IBCA's respectful contact and unacceptable behaviour policy outlines how we communicate with dignity, respect, compassion and fairness and ensure a safe working environment for our staff.