The Independent Case Examiner
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:
- the Child Support Agency
- Debt Management
- Disability and Carers Service
- the Financial Assistance Scheme
- Jobcentre Plus
- the Northern Ireland Child Support Agency
- the Northern Ireland Social Security Agency
- the Pension Service
- the Rent Service
Complainants can approach 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.
John Hanlon is the Independent Case Examiner (ICE). His role is to examine complaints made about these Agencies or Businesses, by service users. Mr Hanlon is not a Civil Servant and is not part of the management of any of the Agencies or 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
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.
