The Independent Case Examiner Website - Standards and Performance

Our Standards of Service

To acknowledge a new complaint within 2 working days of receipt.
To tell you within 20 working days of receiving a new complaint if we can accept it. If it will take us longer to reach a decision, we will let you know in 20 working days and tell you why.
To respond to a letter in full (or using a holding reply) within 10 working days of receipt.
To respond promptly to telephone calls.
On average, to clear cases within 30 weeks.
To remind complainants of their right to approach the Parliamentary and Health Service Ombudsman or Assembly Ombudsman if they are dissatisfied with our service, or the outcome of our examination, when their case is closed.

Address your complaint quickly through mediation with the Agency/Business
Where your complaint cannot be addressed through mediation, examine it further and, if appropriate, seek redress
Provide you with a service that is independent.
Treat you fairly.
Keep you updated on the progress of our action, either by telephone or in writing.
Provide you with a helpful and efficient telephone service.
Send written communications that are clear and easy to understand.

We monitor satisfaction levels quarterly.

Target	Performance Year to 30 June 2008
Acknowledge letters asking ICE to examine complaints within 2 working days of receipt.	99.6%
Respond to correspondence within 10 working days of receipt.	97.2%
Respond to telephone calls promptly.	100.0%
Complete our gateway checks - from receipt of complaint to formal acceptance or rejection of complaint - within 10 working days.	97.2%
Remind complainants of their right to approach the Parliamentary Ombudsman, at the time of closing their case.	100%
Clear cases accepted for examination within an average of 30 weeks.	Average 26.77 weeks