Question to the Department for Work and Pensions:

To ask the Secretary of State for Work and Pensions, whether the Independent Case Examiner is taking steps to reduce the time between a complaint being accepted and the allocation of that complaint to an investigator.

The ICE process has several stages. When a referral is received the team initially considers whether, without undertaking a detailed examination of the evidence, a resolution can be brokered with the relevant department or its supplier. If resolution cannot be achieved, and the complaint is accepted, the case awaits allocation to an investigator who, following a review of the evidence, will first consider if settlement is appropriate. This requires the relevant department or its supplier to agree action with the complainant. Full investigation reports of detailed findings and any recommendations for redress are based on a thorough examination of case evidence.

The ICE office continues to review its internal processes and structures to make the most efficient use of its investigative resource. Between 1 April 2022 – 31 March 2023, the office has recruited an additional 18 Investigators and is seeking to recruit up to its agreed headcount.