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Independent Case Examiner

Department for Work and Pensions written question – answered on 23rd January 2019.

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Photo of Marion Fellows Marion Fellows SNP Whip, Shadow SNP Spokesperson (Small Business, Enterprise and Innovation)

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.

Photo of Justin Tomlinson Justin Tomlinson The Parliamentary Under-Secretary of State for Work and Pensions

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


80 complaints resolved 79% within target

91 complaints settled 74% within target

586 ICE Reports 56% within target


84 complaints resolved 86% within target

127 complaints settled 87% within target

660 ICE Reports 41% within target


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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