Independent Case Examiner: Complaints

Department for Work and Pensions written question – answered on 19 March 2019.

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Photo of Luke Pollard Luke Pollard Shadow Minister (Environment, Food and Rural Affairs) (Fisheries, Flooding and Water)

To ask the Secretary of State for Work and Pensions, what the current waiting time is from the submission of a complaint to the office of the Independent Case Examiner to the allocation of the case to an Investigation Case Manager; and what steps she is taking to reduce that time.

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

As at 15 March 2019, the Independent Case Examiner’s (ICE) Office was allocating cases to Investigation Case Managers that were accepted for investigation on the following dates:

  • DWP Pension, Disability and Working Age benefits - 29 November 2017
  • Child Maintenance Group - 5 December 2017
  • Contracted Provision - 8 January 2018

The ICE Office resources are reviewed on an annual basis and the Office received funding for thirteen additional staff in the current financial year (2018/2019). Productivity within the ICE Office has increased during the current reporting year, having cleared 1,139 complaints between March 2018 and February 2019, compared to 868 in the same period the previous year.

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