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<p>When the Independent Case Examiner’s Office accept a complaint for investigation,
attempts will initially be made to agree a solution between the complainant and the
relevant business area, without having to request evidence to inform an investigation
– this is known as “resolution”. 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 (ICM). Cases are dealt with by dedicated teams and are usually brought
into investigation in strict date order.</p><p> </p><p>The table below provides information
on the average time taken to reach a determination on a complaint escalated to the
Independent Case Examiner during the 2018/19 reporting year:</p><p> </p><table><tbody><tr><td><p>In
those cases that were resolved</p></td><td><p>7 weeks - from the point the complaint
was accepted for investigation</p></td></tr><tr><td><p>In those cases that were investigated</p></td><td><p>21
weeks - from the point the case was allocated to an investigation case manager</p></td></tr><tr><td><p>End
to end average clearance time for all cases</p></td><td><p>65 weeks - from the point
at which the complaint was accepted for examination (this includes the time complaints
wait to be brought into investigation)</p></td></tr></tbody></table>
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