How to bring a complaint to the Independent Case Examiner
The Independent Case Examiner reviews complaints about certain government organisations that deal with benefits, work and financial support.
PDF, 448KB, 9 pages
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This guidance explains how the Independent Case Examiner (ICE) acts as an impartial referee for people who:
- feel they have been treated unfairly
- are unhappy with the way their complaint has been dealt with
This is a free service.
Please don’t contact us until you get a final response from the government agency or business that says you can bring your case to us.
See our separate guidance on how to ask for a further, independent review of a Budgeting Loan
Published: 1 February 2013
Updated: 4 May 2017
- Changed the time for completing action on "can't agree" cases to within 15 weeks of allocation to an investigation case manager, or within 20 weeks if the case requires a report from the Independent Case Examiner (paragraph 6.2).
- Added "If you want us to return any documents you send us, please tell us when you send them" to the guidance.
- Updated opening hours – 8am to 6pm.
- Updated HTML and PDF guidance to reflect changes to procedures and timings (mainly in paragraphs 6, 6.1 and 6.2).
- Added "Fit for Work (the government-funded advice service)" to the list of organisations ICE deals with.
- Updated guidance to stress the importance of having a FINAL response that mentions ICE before contacting ICE.
- First published.