This section explains who we are, the role of the Independent Case Examiner, what we examine and provides answers to Frequently Asked Questions
We have a duty to deal fairly and reasonably with customers of those businesses that fall within our jurisdiction. We recognise that people have sometimes struggled to have their complaints resolved and may be experiencing frustration, anxiety or stress and we will try to make allowances for that.
We also have a duty to ensure the safety and welfare of our staff, and we do not expect them to tolerate behaviour from members of the public which is abusive, offensive or threatening. When such behaviour is identified, we will tell the person concerned why we think their behaviour is unacceptable and we will ask them to modify it. If the unacceptable behaviour continues, we will take action to restrict the person's contact with us. We may, for example, refuse to deal with individuals by phone or ask them to get in touch only at certain times or with certain named officers. If all else fails, and the behaviour continues unmodified, we may terminate contact altogether. Where the behaviour is so extreme that it threatens the safety or welfare of our staff, we will consider reporting the matter to the police or taking legal action.
Such decisions are not taken lightly and, when they are taken, we will always advise individuals of how to complain about those decisions or about our service in general.