The Independent Case Examiner Website - About Us

What We Can Examine

The Independent Case Examiner deals with complaints about the way any of the following Government Agencies or Businesses have handled your case.

Child Support Agency
Debt Management.
Disability and Carers Service
Financial Assistance Scheme
Jobcentre Plus
Child Maintenance and Enforcement Division (Northern Ireland)
Northern Ireland Social Security Agency
Pension Service
Rent Service

For instance, the Independent Case Examiner looks at complaints about:

Failure to follow proper procedures
Excessive delays
Poor customer service

This list is not exhaustive.

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What We Cannot Examine

The Independent Case Examiner cannot deal with complaints or disputes:

on matters of law
that are currently, or have been, the subject of Judicial Review or court proceedings
about how any of the Agencies or Businesses acts as an employer
which the Parliamentary and Health Service Ombudsman or the Northern Ireland Ombudsman have either investigated or are investigating
to which the Agency/Business has not given its final response. This allows it the opportunity to settle the complaint first, avoiding the need to take matters further
that are received more than six months after the Agency/Business has sent a final response. This is because the longer you leave it, the more difficult it can be for everyone involved to remember exactly what happened
that are subject to a fraud investigation. Such complaints may be resubmitted should you remain dissatisfied once the fraud action has been conducted.

More Information

Each Agency/Business produces a number of leaflets that you may find useful. To get these leaflets please get in touch with your local Jobcentre Plus office. You will find the address and telephone number of the office closest to you in your telephone book under "Jobcentre Plus", or from the Department for Work and Pensions website. Clients in Northern Ireland will find this information under "Government Offices - Social Security Agency".

You can download some of the leaflets on the websites for the individual Agencies/Businesses.

You can also telephone the Agency/Business that is handling your case. You should find the telephone number on any information they have sent you.

When is the right time to complain to the Independent Case Examiner?

You must first complain to the Agency/Business and go through its full complaints procedure. More information about the individual complaints procedures can be obtained direct from the Agency/Business. You must normally receive a final response from the Agency/Business before we can deal with your complaint.

If you complain to us, before you complain to the Agency/Business, we will send your complaint to it for action. We will also advise you of the next steps to take if you do not receive an acceptable response.

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