Independent Case Examiner service standards data
Updated 24 January 2024
© Crown copyright 2024
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/independent-case-examiner-service-standards/independent-case-examiner-service-standards-data
This is a list of the Independent Case Examiner service standards with information about how often they have been met.
The percentages are for the period from 1 April each year to the end of each quarter.
2023 to 2024
| Activity – and target | To 30 Jun (%) |
To 30 Sep (%) |
To 31 Dec (%) |
To 31 Mar (%) |
|---|---|---|---|---|
| Contact the complainant to discuss the next steps - within 10 working days of initial contact | 96 | 96 | 96 | |
| Resolve complaints – within 8 weeks of accepting them for examination | 88 | 86 | 83.6 | |
| Clear settlements – within 15 weeks of the start of the investigation | 79 | 79 | 82.8 | |
| Clear investigation reports – within 20 weeks of the start of the investigation | 57 | 60 | 65 | |
| Respond to complaints about our service - within 15 working days | 94.1 | 95 | 95.8 | |
| Complainants who said they were satisfied with our service | 82.7 | 86 | 81.81 |
2022 to 2023
| Activity – and target | To 30 Jun (%) |
To 30 Sep (%) |
To 31 Dec (%) |
To 31 Mar (%) |
|---|---|---|---|---|
| Contact the complainant to discuss the next steps - within 10 working days of initial contact | 99 | 99 | 99 | 99 |
| Resolve complaints – within 8 weeks of accepting them for examination | 58 | 55 | 58 | 67 |
| Clear settlements – within 15 weeks of the start of the investigation | 92 | 92 | 89 | 86 |
| Clear investigation reports – within 20 weeks of the start of the investigation | 35 | 37 | 43 | 48 |
| Respond to complaints about our service - within 15 working days | 98 | 93 | 96 | 97 |
| Complainants who said they were satisfied with our service | 82.6 | 86.1 | 86.1 | 82.9 |
2021 to 2022
| Activity – and target | To 30 Jun (%) |
To 30 Sep (%) |
To 31 Dec (%) |
To 31 Mar (%) |
|---|---|---|---|---|
| Contact the complainant to discuss the next steps – within 10 working days of initial contact | 81.2 | 84.5 | 86 | 89 |
| Resolve complaints – within 8 weeks of accepting them for examination | 58.3 | 42.4 | 43 | 41 |
| Clear settlements – within 15 weeks of the start of the investigation | 88.0 | 82.0 | 80 | 73.3 |
| Clear investigation reports – within 20 weeks of the start of the investigation | 41.4 | 39.0 | 39 | 40.6 |
| Respond to complaints about our service – within 15 working days | 95.5 | 96.4 | 96.4 | 96 |
| Complainants who said they were satisfied with our service | 82.6 | 82.6 | 82.6 | 82.6 |
Earlier information
Earlier performance information is available in our annual reports and archived annual reports.