The Independent Case Examiner

The Independent Case Examiner John Hanlon The Independent Case Examiner's purpose is to act as an independent referee for people who feel that the following Government Agencies or Businesses have not treated them fairly or have not dealt with complaints in a satisfactory manner. The Agencies/Businesses are:

Complainants can approach the Independent Case Examiner's office after they have received a final reply to their complaint from the Agency/Business, which they consider to be unsatisfactory.

The Independent Case Examiner service is free to complainants and is designed to be accessible to all. Complainants should not need to employ legal or other third party representatives in order to benefit from the ICE service, though they are free to do so if they choose and at their own expense. Service users should note that, while the ICE office is happy to engage with a complainant's personal or professional representative when asked to do so, we would generally not ask the Department for Work and Pensions to consider reimbursing representatives' fees or other expenses.

John Hanlon is the Independent Case Examiner (ICE). His role is to examine complaints made about these Agencies/Businesses, by service users. Mr Hanlon is not a Civil Servant and is not part of the management of any of the Agencies/Businesses. The service provided by his office is free to complainants.

Mr Hanlon is a lawyer who has undertaken a wide range of non-executive, advisory and independent roles, including as Regulator of Community Interest Companies and as a Commissioner for the Scottish Care Commission. He has significant experience of mediation, arbitration and determination of complex issues. He has worked successfully with a number of large organisations within both public and private sectors.

Judging the issues without taking sides

ICE at work The Independent Case Examiner aims to make a difference to the lives of individuals through the fair examination of their complaints by acting as a catalyst for change to improve the customer service of the Agencies/Businesses with which we are associated.