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<p>During the 2015/16 financial year complaints examined by the Independent Case Examiner’s
(ICE) Office took an average of 37 weeks to process from the point at which they were
accepted.</p><p> </p><p>Improvements in complaint handling within DWP mean that the
ICE Office receive far fewer cases which can be resolved, to the complainant’s satisfaction,
without a full investigation of the evidence. This means that the ICE process is reserved
for more complex cases which are, by nature, more time consuming.</p>
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