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<p>The table below provides details of the average time taken for complainants to
receive a decision from the Independent Case Examiner’s (ICE) Office, in the current
reporting year (April 2019 to February 2020).</p><p> </p><p>When the ICE Office accepts
a complaint for investigation, it will consider whether it can be resolved by brokering
a solution between the complainant and the relevant department or supplier, without
having to request evidence to inform an investigation. If the complaint can’t be resolved,
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.</p><p> </p><p>Following an investigation
of the evidence the complaint may be settled, if agreement can be reached on actions
that satisfy the complainant. If the complaint cannot be settled, the Independent
Case Examiner will issue a report detailing findings and any recommendations for redress.</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.
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>Description</p></td><td><p>Average
time in weeks</p></td></tr><tr><td><p>Resolution (from acceptance to case closure)</p></td><td><p>6
weeks (against a target of 8 weeks)</p></td></tr><tr><td><p>Time taken to allocate
case to ICM (from date of acceptance)</p></td><td><p>59 weeks</p></td></tr><tr><td><p>Settlement
(from allocation to ICM to case closure)</p></td><td><p>8 weeks (against a target
of 15 weeks)</p></td></tr><tr><td><p>ICE Report (from allocation to ICM to case closure)</p></td><td><p>23.5
weeks (against a target of 20 weeks)</p></td></tr></tbody></table><p> </p>
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