ICAI complaints policy

Complaints

ICAI treats all feedback and complaints as an opportunity to improve. If something has gone wrong, we are ready to acknowledge any mistakes we have made, apologise, and try to prevent them from happening again.

How to make a complaint

You can contact ICAI by:

• Sending an email to icai-enquiries@icai.independent.gov.uk
• Writing to: Complaints, Independent Commission for Aid Impact, Gwydyr House, Whitehall, London, SW1A 2NP

What we will do

Your complaint will be dealt with impartially and professionally. It will be considered by the Head of Secretariat, in consultation with our Chief Commissioner (where a complaint concerns the Head of Secretariat and/or Chief Commissioner it will be considered by another member of the secretariat and one of our part-time Commissioners). We aim to acknowledge your complaint within five working days and resolve it within 20 working days. Where cases are more complex, longer timescales may apply and we will let you know if this is the case.

Where appropriate, we will explain what went wrong and why, take action to remedy the situation and/or apologise and learn lessons from your complaint to help ensure that the situation does not arise again in future.

What can I complain about?

You are free to complain about any interaction with ICAI, the quality of an ICAI product or activity, or ICAI’s governance or administration.

How to make a complaint about serious wrongdoing, including allegations of fraud or sexual exploitation, abuse and harassment (SEAH):

You should raise a concern to reportingconcerns@fcdo.gov.uk under our separate reporting concerns policy.

Confidentiality

Your complaint will be dealt with in the strictest confidence, in line with ICAI’s Privacy Notice.