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<p>The Independent Case Examiner (ICE) plays an important role in responding to complaints
about the Department, where the customer remains dissatisfied with DWP’s final response,
and there are a variety of factors that can influence the numbers of complaints accepted
by the ICE office.</p><p> </p><p>As yet, it is too early to draw any firm conclusions
about what may have caused any increase in complaints being accepted by ICE over the
last 12 months, but we continue to monitor escalation rates closely and work with
the ICE office to identify and address potential drivers.</p>
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