What you can complain about
You should make a complaint if you are not satisfied with the service you received from IBCA. But there are some things that don't fall under the IBCA complaints process.
What we can consider
We're able to look at your complaint if you tell us we have:
- provided a poor service
- caused unreasonable delays or took too long to respond
- made mistakes or provided substandard, incorrect, or misleading advice
- failed to apply legislation, policy and guidance fairly and consistently
- mishandled your personal information, including how we’ve collected or stored it
- failed to appropriately respond to formal requests for information, like a subject access request for personal information
- acted in a manner that falls below our values and principles
Complaints about data protection
If you have a complaint about data protection, it will be shared with the Data Protection Officer. They will investigate and provide information to the Complaints team to inform our response. They may need to contact you for more information to support them in their investigation. You can also contact the Data Protection Officer directly at data.reporting@ibca.org.uk
What we can’t consider
We cannot handle complaints about statutory decisions or the actions of other bodies. These include:
- complaints about other Infected Blood Support Schemes, organisations, or Government departments - but we will pass these complaints along where we can
- complaints regarding upcoming or ongoing legal proceedings
- Complaints about legal advice or services. The Solicitors Regulation Authority may be able to help you
Compensation Decisions
You have to use the scheme’s formal appeals and review system to challenge compensation offers, amounts or eligibility. Find out more about formal appeal and review or start an appeal on GOV.UK.
If we can't consider a complaint
We'll make sure that a complaint outside our scope is passed to the relevant internal service area, other support schemes or Cabinet Office to support a proper resolution.