| Complaints
If you think something is wrong
In all instances speak to someone
about this as soon as possible by calling our Freephone (UK only) Veterans
Help Line: 0800 169 22 77. If calling
from abroad the number is: + 44 1253 866 043.
Stage 1
Contact your caseworker by calling the Helpline number
above. Your
caseworker is the subject matter expert relating to your claim (or appeal.) If
you remain dissatisfied after speaking to your caseworker, you may wish to
speak to their manager to try to resolve matters.
Stage 2
If after speaking to your caseworker
or their manager you remain dissatisfied, you may wish to speak to a member
of the SPVA Customer Services Team who can investigate matters on your behalf. To
speak to a Customer Services Manager, you should ring our Veterans Help Line
on the number(s) provided. Alternatively,
you may wish to write to the Manager of the Customer Services Team at: Room
6303, SPVA, Norcross, Blackpool, Lancashire. FY5 3WP.
Stage 3
If, following investigation and response by a Customer Service Manager you are still dissatisfied, you may wish to put your complaint in writing, either to the Director Veterans Services, who is based at Norcross at: Room 6406, SPVA, Norcross, Blackpool, Lancashire. FY5 3WP, or to the Chief Executive, at the same address in the first instance.
In all cases, we will acknowledge correspondence from you within 5 working days of receipt in the Agency and, for all complaints, respond either in full or with an informative update within 20 working days of receipt in the Agency.
When you telephone you will be asked to provide your name and national insurance number, and may be asked for your date of birth or other memorable data. If you write to us, you should always include your name and national insurance number, You should however, be aware that when you telephone for verification purposes you will be asked to provide your name and national insurance number, and may be asked for your date of birth or other memorable data. Alternatively if you write to us, you should always include your full name and where necessary your national insurance or service number.
Independent Complaints Panel (ICP)
If, having followed all stages of our complaints procedure
outlined above, you do not feel your complaint has been handled correctly,
you can ask the ICP to look at your case. The panel can only look
at whether a complaint has been thoroughly and properly investigated, that
a fair investigation was carried out, and that a full and accurate reply
was given.
They cannot consider the substance of a complaint where
procedures are already in place to formally review and investigate the
issue, e.g. by making an appeal.
If you would like the panel to review your case, you should write to:
The Secretary
Independent Complaints Panel
Tomlinson House
SPVA
Norcross
Blackpool
FY5 3WP
Or you can call the Veterans Free phone Veterans Helpline number and ask
to be put through to the Secretary.
The Parliamentary Ombudsman
If, after following the complaints procedures described,
you feel that we have not appropriately addressed any mistakes we have
made, the Ombudsman may agree to investigate the matter. You will
need to contact a Member of Parliament who can refer your complaint to
the Ombudsman.
Independent bodies that can offer help to you
You may want to involve and ex-Service organisation
e.g. SSAFA Forces Help or the Royal British Legion. You will need
to give your permission in writing so that SPVA is able to release details
of your case to any 3rd party.
You can also seek help from Veterans Advisory & Pensions Committees (VA&PCs)
VA&PCs are independent of SPVA and many of their members
are ex-Servicemen and women. The Committees can assist individuals with a problem or complaint
they have regarding war pensions or SPVA. You should contact the Clerk
for the Committee in your local area in the first instance, and you can do
this by calling our Free phone Veterans Helpline number.
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