If you've been injured in a violent crime, contacting the Criminal Injuries Compensation Authority is often the first step toward claiming compensation. Many claimants search for a CICA email address to submit their application quickly, but the Authority does not accept claims or supporting evidence by email. This guide explains how to reach CICA correctly, the official contact channels available, and what to do if you're already partway through a claim. Understanding the right communication method can prevent delays and ensure your claim is processed without unnecessary complications.

How to Contact the Criminal Injuries Compensation Authority

The Criminal Injuries Compensation Authority operates across England, Wales, and Scotland. Northern Ireland has its own separate scheme. CICA does not provide a general email address for submitting new claims or sending evidence, and using unofficial channels may result in your application being lost or delayed.

Official CICA Contact Methods

CICA's preferred contact method is through its online portal. For general enquiries, updates, or complaints, you can reach the Authority by telephone or post.

Telephone: 0300 003 3601
Lines are open Monday to Friday, 8:30am to 5:30pm (except public holidays).

Postal address:
Criminal Injuries Compensation Authority
Alexandra House
10 Canning Street
Edinburgh
EH3 8EG

This new address was introduced to consolidate CICA operations in a single location. If you're writing to CICA, always use this address and include your claim reference number if you have one.

Why CICA Does Not Use Email for Claims

CICA does not accept claims, evidence, or supporting documents by email for security and data-protection reasons. Personal injury claims often include sensitive medical records, police reports, and financial information. The online claim portal is designed to encrypt and protect this data during transmission, while email is not considered secure enough for such purposes.

If you need to update an existing claim, you must log in to your online account or contact CICA by telephone. Do not send updates by email, as they will not be added to your file.

How to Submit a Criminal Injuries Compensation Claim Online

The only way to submit a new claim is through the official online service. This portal is available 24 hours a day and guides you through each section of the application step by step.

Eligibility for Criminal Injuries Compensation

Before you begin, check that your injury qualifies under the scheme. The Criminal Injuries Compensation Act 1995 sets out the legal framework for England, Wales, and Scotland. You can claim if:

  • You were physically or mentally injured as a direct result of a violent crime.
  • The crime was reported to the police without unreasonable delay.
  • You cooperated with the police investigation and any prosecution.
  • You apply within two years of the incident (although late applications may be considered in exceptional circumstances).

Violent crimes that commonly qualify include assault, sexual offences, robbery, arson with intent to endanger life, and domestic violence. Road traffic offences are generally excluded unless the vehicle was used deliberately as a weapon or the driver intended to cause injury.

If you witnessed a violent crime and developed a mental injury such as post-traumatic stress disorder, you may also be eligible if you were present at the scene or you are a close relative of someone who died or was seriously injured.

Step-by-Step: Starting Your Online Claim

  1. Create an account: Visit the GOV.UK claim service and register with your email address. You will receive a verification link to activate your account.

  2. Gather your information: Before you begin, collect the police crime reference number, details of any physical or mental injuries, the names and addresses of any medical professionals who treated you, and information about any time off work or other financial losses.

  3. Complete the application form: The online form is divided into sections covering the incident, your injuries, medical treatment, expenses, and lost earnings. You can save your progress and return later if needed.

  4. Upload supporting documents: You may attach medical reports, police statements, receipts, and employment records. The portal accepts common file formats including PDF, JPG, and PNG. Large files may need to be split or compressed.

  5. Submit your claim: Once all sections are complete, review your answers and submit the form. You will receive a confirmation email with your unique claim reference number. Keep this safe for all future correspondence.

What Happens After You Submit Your Claim

Once CICA receives your application, a caseworker is assigned to review the details. The Authority may contact the police to verify the crime was reported, request medical records from your GP or hospital, or ask you for additional evidence.

Processing times vary depending on the complexity of your case. Straightforward claims with clear evidence may be decided within a few months, while cases involving disputed facts, multiple injuries, or ongoing criminal proceedings can take a year or more.

You will receive a decision letter by post. If your claim is approved, the letter will state the amount of compensation awarded under the relevant tariff band. If your claim is refused, the letter will explain the reasons and set out your right to request a review.

Evidence and Supporting Documents

The strength of your claim depends on the evidence you provide. CICA caseworkers assess applications against the Criminal Injuries Compensation Scheme, and they must be satisfied on the balance of probabilities that you meet the eligibility criteria.

Police evidence: A crime reference number is essential. CICA will contact the police directly to confirm the offence was reported and that you cooperated with the investigation. If the police took photographs of your injuries, ask for copies to include with your claim.

Medical evidence: GP notes, hospital discharge summaries, consultant letters, and psychological assessments all help to prove the nature and severity of your injuries. If you attended accident and emergency, ask the hospital for a copy of your treatment records.

Financial evidence: If you're claiming for lost earnings, provide payslips, a letter from your employer, or self-employment accounts. For care costs or travel expenses, keep receipts and a log of dates and amounts.

Witness statements: If someone else saw the attack or can confirm the impact on your daily life, a signed statement can support your application.

The more contemporaneous and detailed your evidence, the stronger your claim. Missing documents can delay the decision or result in a lower award.

Updating or Querying an Existing Claim

If you've already submitted a claim and need to provide additional information, log in to your online account to upload new documents or send a message to your caseworker. Do not email documents separately, as they will not be linked to your file.

If you prefer to speak to someone, call 0300 003 3601 with your claim reference number to hand. CICA can confirm whether your application has been received, explain what stage it has reached, and advise on any outstanding documents.

For postal updates, write to the Edinburgh address and include your reference number, full name, and date of birth in your letter.

Making a Complaint About CICA

If you're unhappy with the service you've received—for example, unreasonable delays, lost documents, or poor communication—you can raise a formal complaint. The CICA complaints procedure is published on GOV.UK and applies to administrative matters only. You cannot use the complaints process to challenge a decision on eligibility or the amount of compensation; those issues must be resolved through the review and appeal process.

To make a complaint, write to:

Complaints Team
Criminal Injuries Compensation Authority
Alexandra House
10 Canning Street
Edinburgh
EH3 8EG

Or telephone 0300 003 3601 and ask to speak to the complaints team. You should receive an acknowledgement within five working days and a full response within 20 working days.

If you remain dissatisfied after CICA's response, you can escalate your complaint to the Independent Case Examiner or, ultimately, the Parliamentary and Health Service Ombudsman.

Appealing a CICA Decision

If your claim is refused or you believe the compensation awarded is too low, you have the right to ask CICA to review the decision. You must request a review within 90 days of the decision letter.

A different caseworker will reconsider your application, taking into account any new evidence or arguments you provide. If the review upholds the original decision and you still disagree, you can appeal to the First-tier Tribunal (Criminal Injuries Compensation).

Criminal Injuries Compensation Tribunal

The Tribunal is independent of CICA and hears appeals from claimants in England, Wales, and Scotland. You must lodge your appeal within 90 days of the review decision. Contact details for the Tribunal are published by the Courts and Tribunals Judiciary.

Address:
First-tier Tribunal (Criminal Injuries Compensation)
HM Courts & Tribunals Service
Social Security and Child Support Appeals
Prudential Buildings
36 Dale Street
Liverpool
L2 5UZ

Telephone: 0300 123 1142

Tribunal hearings are usually held in person, and you can attend with a representative or solicitor if you wish. The Tribunal can increase, decrease, or confirm the original award, or send the case back to CICA for reconsideration. Legal aid is not available for Tribunal representation in England and Wales, though you may recover certain costs if you win your appeal.

Tribunal appeal rates and success statistics are not published by CICA, but the independent nature of the process means decisions are scrutinised afresh. Many claimants succeed on appeal, particularly when new medical evidence or legal arguments are presented.

Criminal Injuries Compensation in Northern Ireland

Northern Ireland operates a separate scheme under the Criminal Injuries (Compensation) (Northern Ireland) Order 2002. Claims are administered by the Department of Justice's Compensation Services team, not CICA.

Contact details for Compensation Services are available on nidirect. The postal address is:

Compensation Services
Millennium House
17–25 Great Victoria Street
Belfast
BT2 7BN

Telephone: 028 9041 5370

The eligibility criteria and tariff structure are broadly similar to the England, Wales, and Scotland scheme, but processing times, appeal routes, and administrative procedures differ. If your injury occurred in Northern Ireland, you must apply to Compensation Services, not CICA.

What This Means for You

Key takeaway: CICA does not accept claims or evidence by email. Submit your application through the secure online portal, and use the telephone or postal address for updates and enquiries. Keep your claim reference number safe, respond promptly to requests for information, and gather strong evidence to support your case. If your claim is refused or the award is lower than expected, you have clear routes to review and appeal. Understanding the correct contact channels from the outset will help you avoid delays and ensure your claim is handled efficiently.

Common Questions About Contacting CICA

Can I submit my claim by post?
No. All new claims must be made online through the GOV.UK service. The postal address is for correspondence about existing claims only.

How long does CICA take to respond?
Response times vary. Simple enquiries by telephone are usually answered the same day. Postal correspondence may take two to three weeks. Claim decisions typically take several months, depending on complexity.

What if I've moved house since I applied?
Log in to your online account and update your contact details, or telephone CICA with your new address. If you miss important correspondence because CICA has the wrong address, it may affect your claim or appeal deadlines.

Can I email CICA if I have a disability or communication need?
CICA does not provide email support, but reasonable adjustments can be made. Telephone the contact centre to discuss alternative formats, assistance with the online form, or other support. The accessibility statement for the online service is published on GOV.UK.

What if I need help completing the form?
CICA staff can answer questions about the application process but cannot give legal advice. Victim support organisations, citizens advice bureaux, and personal injury solicitors can provide guidance on eligibility and evidence gathering.

Last verified: 2026-07-17

Sources

Disclaimer: This article provides general information about contacting the Criminal Injuries Compensation Authority and is not legal advice. Eligibility for compensation depends on the specific facts of your case and the rules of the Criminal Injuries Compensation Scheme. If you are unsure whether you qualify or need help with your application, consider seeking advice from a legal professional or victim support organisation. Time limits apply to claims and appeals, so act promptly to protect your rights.