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<p>The information requested is provided in the table below. In order to provide some
context, we have included details of the number of complaints received and accepted
for examination by the Independent Case Examiner’s Office in the last two full reporting
years.</p><p> </p><p>We want to make sure people can get the support they are entitled
to if they have been treated unfairly and are hiring and training new staff as quickly
as we can, clearing more complaints last year than in 2017/18.</p><p> </p><p>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.</p><p> </p><p>We
keep people updated about the timings involved with their case and the vast majority
of complainants are satisfied with the service they receive.</p><p> </p><table><tbody><tr><td><p>Year
(April to March)</p></td><td><p>Complaints received</p></td><td><p>Complaints accepted
for examination</p></td></tr><tr><td><p>2017/18</p></td><td><p>5,885</p></td><td><p>2,784</p></td></tr><tr><td><p>2018/19</p></td><td><p>4,824</p></td><td><p>1,299</p></td></tr></tbody></table><p>
</p><table><tbody><tr><td><p>Period</p></td><td><p>Average time taken to commence
an investigation (from date complaint accepted for examination)</p></td><td><p>Average
time taken to complete an investigation (from date case allocated to an investigation
case manager)</p></td></tr><tr><td><p>July - September 2019</p></td><td><p>57 weeks</p></td><td><p>20
weeks</p></td></tr><tr><td><p>October - December 2019</p></td><td><p>61 weeks</p></td><td><p>21
weeks</p></td></tr></tbody></table><p />
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