Your views are central to the design and delivery of the compensation service. Your feedback matters because it helps us build a service that works for you.
In July 2025, the Infected Blood Inquiry recommended IBCA and Cabinet Office create a way for your concerns to be formally raised and responded to. This will help us improve the compensation scheme over time and respond to concerns.
How to contact us with your feedback and concerns
You can continue to contact us with feedback or any concerns in the ways you already use. For example, by email, phone, through your claim manager, or at IBCA events.
We've also set up a new email address if you'd like to send a concern directly: feedbackandconcerns@ibca.org.uk.
What we do with your feedback
Our aim is to give you different ways to contact us so we can act on your feedback. This will help us to improve the compensation service.
We cannot answer questions about individual claims through this inbox. Please do not share personal details about your claim when giving your feedback. If you have a question about your claim, please speak to your claim manager.
If the feedback or concern you send to us has any of the following, we’ll reply and tell you how we’re acting on it:
- enough detail to be acted on
- contains a suggestion or an action
- raises something that needs improvement
We’ll also include it in our regular reports.
If the concern is for Cabinet Office, we will share it with the responsible Cabinet Office team for them to consider. For example, we would share feedback or concerns about compensation tariffs or regulations.
We will report every quarter on the feedback and concerns we receive.
How we handle your feedback and concerns
We have set up a tracking system to identify recurring issues and act on them.
We will write to you to confirm we’ve received your feedback within 10 working days. If we need more time to consider how to respond to your feedback, we will still write back to you within this timeframe, and keep you updated on how we take your feedback forward.
Complaints
Our feedback and concerns process is for general feedback and service improvements.
If you have a formal complaint about IBCA, please use our complaints process.