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 response to their complaint from the Agency/Business, which they consider to be unsatisfactory. This response must signpost complainants to this office.
It does not cost you anything to make a complaint to the Independent Case Examiner, and the service is open for anyone to use. You should not need to employ professional or other representatives to help you, but you can do so if you want, at your own expense. We are happy to deal with your professional or personal representatives when asked, but we would not usually ask the Agency or Business to pay their fees or other expenses
Joanna Wallace is the Independent Case Examiner (ICE). Her role is to examine complaints made about these Agencies/Businesses, by service users. Joanna Wallace is not a Civil Servant and is not part of the management of any of the Agencies/Businesses. The service provided by her office is free to complainants.
Her career focus has been in health care management working in the UK, US and Europe, although she has also held various non executive roles in the higher and further education and enterprise sectors. She also spent three years as a lay member of the national Sentencing Advisory Panel contributing to setting the guideline tariffs for crimes. Over the last 15 years she has been leading both public and private sector businesses in the UK and has throughout that time been closely involved in and responsible for the resolution of complex issues.
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.