Independent Case Examiner

Department for Work and Pensions written question – answered on 12th March 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, pursuant to the Answer of 8 February 2019 to Question 217031 on Independent Case Examiner, what the (a) mean and (b) median waiting time is for complainants who are not informed within four weeks of whether their complaint has been accepted for investigation in each of the last three years.

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

The Independent Case Examiner’s Office can only accept a complaint for investigation once it has (a) established that the complainant has exhausted the relevant business complaints process, and (b) reached agreement with the complainant regarding the scope of any investigation. The Office retain case specific information for 26 months following case closure, and as such the requested information is only available for 2017/18 and the current reporting year. The available information is provided in the table below.

Year

Mean – Time taken to inform complainants whether their complaint could be accepted for investigation, in those cases that exceeded the four week internal target

Median – Time taken to inform complainants whether their complaint could be accepted for investigation, in those cases that exceeded the four week internal target

2017/18 (April to March)

11 weeks

8 weeks

2018/19 (Year to date – April to February)

15 weeks

11 weeks

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