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