About Us
This section contains information on:
- who we are
- the role of the Independent Case Examiner
- what we examine
- Vexatious/Persistent Complaints
- Unacceptable Behaviour
- answers to Frequently Asked Questions
The Independent Case Examiner
John Hanlon is the Independent Case Examiner (ICE). His role is to examine complaints made about the following Government Agencies or Businesses, by service users:
- Child Support Agency
- Debt Management
- Pension, Disability and Carers Service
- Financial Assistance Scheme
- Jobcentre Plus
- Child Maintenance and Enforcement Division (Northern Ireland)
- Northern Ireland Social Security Agency
Mr Hanlon is not part of the management of any of the Agencies or Businesses and 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.
Mission Statement
Judging the issues without taking sides
Aim
To provide a free, effective and impartial complaints review and resolution service for customers of the relevant Agencies and Businesses that makes a difference to the way in which they discharge their public responsibilities.
Vision
A first rate service provided by professional staff
We will achieve this through success in the following objectives:
- Maintaining the highest professional standards in investigating complaints
- Continuous improvement in the quality of our service
- Regular review and assurance of and, where appropriate, improvement in our accessibility and accountability
- Maintaining or improving the quality and speed of feedback to Agencies/Businesses on case and systemic issues
- Valuing and empowering ICE staff
- Providing regular, useful information and analysis from complaints resolved and investigated to our stakeholders
- Continue to help improve the quality of life in the wider community
- Providing value for money
- Adherence to Department for Work and Pensions (DWP) policies.
