Contact details
This section contains information about how to contact us:
- By telephone
- By post
- By e-mail
- By using our e-form
- Information for those with special needs
- How to complain about our service or findings
Telephone
Telephone number (local call rate): 0845 606 0777
Textphone: 0151 801 8888
Typetalk: 18002 0151 801 8800
If you are calling from outside the UK - +44 151 801 8800.
If you telephone us, we can call you back immediately so as to keep your telephone costs low. There will normally be someone available to take your call Monday to Friday between 8am and 5pm. However, if no one is free, you will be able to leave a recorded message, and someone will return your call at the earliest opportunity.
E-form
You can send details of your complaint to us using our e-form. You can also use this form to contact us if you have any comments or suggestions about this site, or the services of the Independent Case Examiner.
E-mail:
In writing:
The Independent Case ExaminerPO Box 155
Chester
CH99 9SA
Fax: 0151 801 8802
Subject Access Requests
Data Protection Officer within the Independent Case Examiner's office
Mr John Bennett
Feedback
We are committed to providing the best possible service to complainants.
We welcome feedback, which will help us to improve the quality of our service.
Our service to you:
We issue customer satisfaction surveys to complainants when we have completed our examination. We analyse the responses to identify areas where improvement is needed. Our aim is to improve the level of satisfaction levels year on year.
Our review of your complaint:
When we have completed our review of your complaint, we will write to you detailing the outcome. Our letter will explain what to do if you have any questions or concerns about the review. If you need any further information in the meantime, you should contact the officer who is dealing with your complaint.
Our website:
If you have any comments about our website, please complete the feedback e-form.
Help and information about navigating the site is on our Accessibility Page. If you have any further difficulties, please contact us.
Special Needs Requirements
Communicating with us if you have special needs:
Our publications are available in large print, audio version and Braille. Please ask us if you would like a copy in any of these formats.
Our office is equipped with a Textphone and is also Typetalk-friendly. If you wish to use these formats, the numbers are provided above on our contact details page.
If you prefer to tell us about your complaint by telephone, we will put your complaint in writing.
If you wish to ask someone to act as your representative, they can deal with us on your behalf.
Other languages:
If you would like a copy of our publications in another language, please contact us. We will tell you how quickly we can arrange this.
If you want to use our services and English is not your first language, we can arrange for your letters to be translated, if we do so it may take a little longer for us to respond to your letters.
Complaints about the service we provide:
We aim to provide the highest standards of service. However, if things go wrong, we will be open and honest in acknowledging and apologising for our mistakes. If you are unhappy with our service or you think we have got something wrong, please let us know. You can use our e-form or contact us. A telephone call will usually allow us to put matters right.
However, if a written response is required we aim to acknowledge your complaint within 2 working days of receipt, and send you a full response within 10 working days. If a reply is going to take longer, we will let you know within 10 working days, and tell you why.
If you are dissatisfied with the way we have handled your complaint about us, you have the right to:
Great Britain
Ask a Member of Parliament to refer your complaint about our service to the Parliamentary and Health Service Ombudsman.
Northern Ireland
Ask the Permanent Secretary of the Department for Social Development to investigate your complaint, by writing to:
The Permanent Secretary, Department for Social Development,Lighthouse Building
1 Cromac Place
Gasworks Business Park
Ormeau Road
Belfast
BT7 2JB
Telephone: 028 9082 9203
Complaints about our findings:
If you are dissatisfied with the outcome of our review of your complaint, you can ask us to look at the complaint again, providing us with additional evidence if appropriate. If you remain dissatisfied with our response, you have the right to ask a Member of Parliament to refer your complaint to the relevant Ombudsman.
You can get more information about the Parliamentary and Health Service Ombudsman by contacting:
The Office of the Parliamentary and Health Service OmbudsmanMillbank Tower
Millbank
London
SW1P 4QP
Telephone: 0207 2174163, or
0845 0154033
You can get more information about the Northern Ireland Ombudsman by contacting:
The Office of the Northern Ireland OmbudsmanDepartment for Social Development
Lighthouse Building
1 Cromac Place
Gasworks Business Park
Ormeau Road
Belfast
BT7 2JB
Telephone: 028 9082 9203
