Independent Case Examiner

(asked on 31st October 2016) - View Source

Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, what the average waiting time is between a complaint being lodged with the Independent Case Examiner and being allocated to an Investigation Case Manager.


Answered by
Caroline Nokes Portrait
Caroline Nokes
This question was answered on 8th November 2016

Once a complaint has been accepted for investigation, the ICE Office will consider whether a solution to the complaint can be brokered with the relevant department or its supplier without having to request evidence from the relevant department or supplier, and the complainant – known as “resolution”. If it is not possible resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager.

The Independent Case Examiner’s Office allocates complaints to Investigation Case Managers in strict date order, based on the date the complaint was accepted for investigation. The ICE Office is currently allocating complaints that were accepted for investigation in January 2016.

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