Complaining about a UK government department can be a confusing process.
We are the final stage for unresolved complaints and we usually expect you to complain to the organisation you are unhappy with first. This is so it has the chance to look into your concerns and, where needed, put things right.
If you have reached the end of the complaints process and are not happy with the organisation's final decision, you can complain to us.
This guide explains how to complain about the Windrush Compensation Scheme and what to expect. You can also read our tips on how to make a complaint.
How to make a complaint
Request a review of the decision
If the Compensation Scheme has refused all or part of your claim, you can request a review of the decision. You must do this within two months of the decision being made.
Once the Compensation Scheme has finished the review, it will give you the decision in writing. Within two months you must either accept this decision or request a Tier 2 review. This is where the independent Adjudicator’s Office looks at your case.
The Adjudicator’s Office will look at the decision and how the Compensation Scheme handled the claim. You will then have two months to accept the decision made by this review.
If you are still not happy with the decision, you can ask your MP to refer your complaint to us.
Contact your Member of Parliament (MP)
By law, we can only look at complaints about the Compensation Scheme and the Adjudicator’s Office (and all UK government departments and other public organisations) if an MP refers the complaint to us.
MPs will consider all complaints, no matter how big or small - including problems with a benefit or an immigration issue. You can find MPs’ contact details on the UK Parliament website or call us.
You can fill in our complaint form and ask your MP to sign it.
Complain to the Parliamentary and Health Service Ombudsman
We are here to inspire a better relationship between people and public services - a relationship based on decency, honesty and respect where people are put first. We are an independent organisation and we do not take sides. Our service is free.
You can complain to us if:
- you have reached the end of the organisation’s complaints process and you still do not feel the issue has been sorted out
- the organisation has not dealt with your complaint after six months (unless it has explained why it is taking a long time and given you an expected completion date).
There are time limits for making your complaint to us, and these are set out in law. For complaints about the Compensation Scheme, make sure you get it to us within a year of when you became aware of the problem you are complaining about.
Find out more about how to complain to us and how we deal with complaints.
What to expect when you make a complaint
The UK Central Government Complaint Standards explain how organisations providing government services should approach complaint handling. They have been co-designed with UK central government departments, other public bodies, and advice and advocacy groups.
The Complaint Standards say organisations should:
- welcome complaints in a positive way
- be thorough and fair
- give fair and accountable responses
- promote a learning culture.
When organisations meet the Complaint Standards you should feel:
- confident to speak up
- that making your complaint was simple
- listened to and understood
- that your complaint made a difference
- confident to make a complaint in the future.
Where to get more help
If you need help making a complaint, there are organisations that can support you:
- our website has more information about getting advice and support
- you can talk to Citizens Advice
- Windrush Lives is an advocacy group and victim support network. Its main focus is the Compensation Scheme. It can refer people to a network of legal professionals for free support with applying to the scheme
- the Windrush National Organisation advocates for the Windrush generation and their descendants who have the right to apply for compensation. It has advocates across the UK.