Department for Work and Pensions written question – answered at on 23 January 2019.
To ask the Secretary of State for Work and Pensions, what her Department's target timetable is for complaints to the Independent Case Examiner to be concluded; and what (a) proportion and (b) number of complaints met that target in each year for which information.
The table below provides details of the clearance time targets for the Independent Case Examiner’s Office and its performance against those targets since they were introduced in their current form.
Resolution: Aim to resolve the complaint, to the complainants satisfaction, within 8 weeks of it being accepted for investigation | Settlement: Aim to settle the complaint, to the complainants satisfaction, with 15 weeks of the investigation commencing | ICE Report: Aim to issue the ICE Report within 20 weeks of the investigation commencing | |
2015/16 | 80 complaints resolved 79% within target | 91 complaints settled 74% within target | 586 ICE Reports 56% within target |
2016/17 | 84 complaints resolved 86% within target | 127 complaints settled 87% within target | 660 ICE Reports 41% within target |
2017/18 | 83 complaints resolved 74% within target | 141 complaints settled 84% within target | 698 ICE Reports 40% within target |
2018/19 (April to December 2018) | 131 complaints resolved 68% within target | 139 complaints settled 81% within target | 628 ICE Reports 45% within target |
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