When the Independent Case Examiner’s Office accepts a complaint for examination; they will initially try to resolve it in discussion with the complainant and the relevant business area. 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. Following an examination of the evidence, it may be possible to settle the complaint, if agreement can be reached on actions that satisfy the complainant. If the complaint can’t be settled, the Independent Case Examiner will issue a report detailing findings and any recommendations for redress.
The Independent Case Examiner’s service standards for 2019-20 for the determination of complaints are as follows:
- To resolve complaints within 8 weeks of accepting them for examination
- To settle complaints within 15 weeks of the start of the investigation.
- To complete investigation reports within 20 weeks of the start of the investigation.