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Independent Case Examiner

Department for Work and Pensions written question – answered on 28th February 2020.

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Photo of Rachael Maskell Rachael Maskell Shadow Secretary of State for Employment Rights

To ask the Secretary of State for Work and Pensions, how many complaints against (a) the child maintenance service and child support agency and (b) her Department were accepted for investigation by the Independent Case Examiner in each year since 2014-15; and how many of those complaints were not investigated for at least 12 months after they were received.

Photo of Mims Davies Mims Davies The Parliamentary Under-Secretary of State for Work and Pensions

The cases that reach the Independent Case Examiner are the most complex and investigations will not be compromised in order to be completed within certain timescales.

We keep people updated about the timings involved with their case and the vast majority of complainants are satisfied with the service they receive.

The table below provides information on the number of Child Maintenance Service (CMS) and Child Support Agency (CSA) complaints that were received and accepted for investigation by the Independent Case Examiners Office in each year since 2014-15, and the number of cases that took longer than 12 months to conclude, from the date they were accepted for examination.

Please note, we are unable to provide information on the number of cases that waited longer than 12 months for an investigation to commence for each year since 2014-15, and have therefore provided details of those cases that took longer than 12 months to conclude, from the point at which they were accepted for investigation.

Year April to March

CSA & CMS complaints received

CSA & CMS complaints accepted for investigation

CSA & CMS complaints cleared

Cleared cases that took longer than 12 months to conclude (from date of acceptance)

2014-15

1169

495

490

14

2015-16

936

448

352

113

2016-17

869

333

380

279

2017-18

896

260

326

279

2018-19

1253

395

342

238

2019-20 (to the end of January 2020)

1099

395

233

160

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