Independent Case Examiner

(asked on 26th October 2016) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what proportion of cases dealt with by the Independent Case Examiner have found in the claimant's favour in each of the last five years.


Answered by
Caroline Nokes Portrait
Caroline Nokes
This question was answered on 3rd November 2016

Detailed below is the number of cases dealt with by the Independent Case Examiner (ICE) Office in the last five reporting years. The ICE Office only accepts a complaint for examination if it falls within their remit and the complainant has received a final response from the relevant department or its supplier.

Number of complaints accepted for examination by the ICE Office in the last five years

2011/12

1,348

2012/13

1,181

2013/14

1,002

2014/15

1,126

2015/16

1,104

First the Independent Case Examiner (ICE) Office considers whether a solution to the complaint can be brokered with the relevant department or its supplier without a detailed examination of the evidence. If not, it may be possible to “settle” the complaint, following a review of the evidence, if the relevant department or its supplier agrees to action that satisfies the complainant. Failing that the ICE will issue a report detailing findings and any recommendation for redress. The table below details those complaints where a report was issued.

ICE Investigation Report Findings

2011/12

2012/13

2013/14

2014/15

2015/16

Upheld - all aspects of the complaints had merit

13%

7%

18%

22%

28%

Partially Upheld - some aspects of the complaint had merit

26%

19%

33%

37%

44%

Not Upheld

61%

74%

49%

41%

28%

Average clearance times, for the last five years, in respect of resolution, settlement and full investigations by the Independent Case Examiner Office are detailed below.

Average Cleared Times (weeks)

Resolution

Settled

ICE Report

2011/12

8

49

51

2012/13

9

39

45

2013/14

9

24

33

2014/15

6

27

29

2015/16

8

38

44

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