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<p>When the Independent Case Examiner’s Office accepts a complaint for examination;
they will initially try to 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 (ICM).
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>The Independent
Case Examiner’s service standards for 2019-20 for the determination of complaints
are as follows:</p><p> </p><ul><li>To resolve complaints within 8 weeks of accepting
them for examination</li><li>To settle complaints within 15 weeks of the start of
the investigation.</li><li>To complete investigation reports within 20 weeks of the
start of the investigation.</li></ul>
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