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<p>The Independent Case Examiner (ICE) is appointed under contract to adjudicate on
escalated complaints about DWP and its contracted service providers, in cases where
the complainant has exhausted the relevant internal complaints process and remains
dissatisfied. If a complainant is dissatisfied with the outcome of an ICE investigation,
or the service provided by the Office (including processing times) they can ask their
Member of Parliament to escalate their complaint to the Parliamentary and Health Service
Ombudsman. The Permanent Secretary is apprised of the Ombudsman’s findings each year.</p>
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