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<p>When the Independent Case Examiner’s Office accepts a complaint for examination;
they will initially try 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. 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.</p><p> </p><p>Details of the
average time taken to clear complaints accepted for examination by the Independent
Case Examiner’s Office, in the current reporting year (April to August 2019), are
detailed below:</p><p> </p><table><tbody><tr><td><p><strong>Type of case clearance
</strong></p></td><td><p><strong>Average clearance time in weeks </strong> <strong>(from
acceptance to case closure)</strong></p></td></tr><tr><td><p>Resolution</p></td><td><p>6
weeks</p></td></tr><tr><td><p>Settlement</p></td><td><p>52 weeks</p></td></tr><tr><td><p>ICE
Report</p></td><td><p>88 weeks</p></td></tr><tr><td><p>All cases</p></td><td><p>68
weeks</p></td></tr></tbody></table><p> </p>
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