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Independent Case Examiner: Complaints

Department for Work and Pensions written question – answered on 20th May 2019.

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Photo of Karen Buck Karen Buck Labour, Westminster North

To ask the Secretary of State for Work and Pensions, what the average time taken to reach a determination on a complaint escalated to the Independent Case Examiner was in 2018-19.

Photo of Will Quince Will Quince The Parliamentary Under-Secretary of State for Work and Pensions

When the Independent Case Examiner’s Office accept a complaint for investigation, attempts will initially be made to agree a solution between the complainant and the relevant business area, without having to request evidence to inform an investigation – this is known as “resolution”. If it’s not possible to resolve the complaint, the evidence will be requested and the case will await allocation to an Investigation Case Manager (ICM). Cases are dealt with by dedicated teams and are usually brought into investigation in strict date order.

The table below provides information on the average time taken to reach a determination on a complaint escalated to the Independent Case Examiner during the 2018/19 reporting year:

In those cases that were resolved

7 weeks - from the point the complaint was accepted for investigation

In those cases that were investigated

21 weeks - from the point the case was allocated to an investigation case manager

End to end average clearance time for all cases

65 weeks - from the point at which the complaint was accepted for examination (this includes the time complaints wait to be brought into investigation)

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