Independent Case Examiner
(asked on 13th February 2020) - View Source
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, further to her Answer of 14 January 2020 to Question 1734 on the Independent Case Examiner, what the average length of time taken was to (a) commence and (b) complete an investigation into a complaint against her Department in (i) July to September 2019 and (ii) October to December 2019.
The information requested is provided in the table below. In order to provide some context, we have included details of the number of complaints received and accepted for examination by the Independent Case Examiner’s Office in the last two full reporting years.
We want to make sure people can get the support they are entitled to if they have been treated unfairly and are hiring and training new staff as quickly as we can, clearing more complaints last year than in 2017/18.
The cases that reach the Independent Case Examiner are the most complex and investigations will not be compromised in order to be completed within certain timescales.
We keep people updated about the timings involved with their case and the vast majority of complainants are satisfied with the service they receive.
Year (April to March) | Complaints received | Complaints accepted for examination |
2017/18 | 5,885 | 2,784 |
2018/19 | 4,824 | 1,299 |
Period | Average time taken to commence an investigation (from date complaint accepted for examination) | Average time taken to complete an investigation (from date case allocated to an investigation case manager) |
July - September 2019 | 57 weeks | 20 weeks |
October - December 2019 | 61 weeks | 21 weeks |