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Feedback and concerns

We would like to hear from you about things we have done well and things we could do better.

Everything you tell us will be carefully considered and will help us to improve our services and activities. Our Terms of Reference set out the role and purpose of the Inquiry.

This policy applies to feedback regarding the Inquiry’s interaction with members of the public. It does not apply to actions or decisions taken by the Inquiry under the Inquiries Act 2005.

Our commitment to you

In all our work and our contacts with members of the public, we aim to maintain excellent standards. The way we respond to your views and suggestions about our performance is an important feature of this commitment. 

We will respond to your feedback effectively and deal with it sensitively, fairly and thoroughly. We will not treat anyone less favourably on the basis of their age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

Give a compliment or suggest an improvement

You can tell us about a positive experience of our work, or let us know if there is something you think we could do better. Your feedback will help us to keep improving what we do. 

Your feedback has already helped us to shape our offer and to develop other ways of sharing with us, especially for those who wish to do so from home or for those with different abilities.

Your suggestions have also helped us to amend the language we use when we communicate with you.

We’ll send you a reply to let you know that we’ve received your feedback. If you ask us to, we’ll get back in touch to let you know how we’ve responded to your suggestions.

Raise a concern

You can also raise a concern and ask to resolve it with us. If you have any concerns about the service the Inquiry has provided, you may want these to be reviewed as quickly as possible. You may be able to contact the person whose service has been unsatisfactory and ask them to resolve your concerns informally. 

If you are not sure who to contact, please give as much information as you can about the issue you would like to resolve. We’ll assign your concern to the person best suited to deal with it and they will get in touch.

We will try to resolve your concerns promptly by giving an explanation or an apology, or both.

If you would prefer to enter an official complaint, find out how to do this in our complaints policy.

Deaf assistance

If you are deaf or hard of hearing and would like help communicating with us, please contact our service partners through their website.

Your privacy and security

All personal or sensitive information that you choose to share with us is securely stored and we only share it with those who need to see it. For more information about how we handle your personal information, please see our privacy notice on our website at www.iicsa.org.uk/privacy.

If you are involved in a criminal case connected to what you share with us, we might be asked to reveal information about you, for example by a legal team. We will only do this if you agree, or if we are ordered to by a court of law.

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