About us

The Independent Case Examiner reviews complaints about certain government organisations that deal with benefits, work and financial support.

We act as an impartial referee for people who:

  • feel they have been treated unfairly
  • are unhappy with the way their complaint has been dealt with by the business or agency

We provide our service to users of:

  • the Child Support Agency
  • Jobcentre Plus (including most work provider services)
  • The Pension Service
  • the Disability and Carers Service
  • Debt Management (part of DWP)
  • the Financial Assistance Scheme
  • the Child Maintenance and Enforcement Division (Northern Ireland)
  • Northern Ireland 바카라 사이트“ benefits and pensions only (Department for Communities)
  • the Independent Living Fund
  • the government바카라 사이트™s Work Programme
  • Fit for Work (the government-funded advice service)

Who we are

Joanna Wallace is the Independent Case Examiner. She바카라 사이트™s supported by a team in Liverpool.

Joanna is not a civil servant and is not employed by the Department for Work and Pensions (DWP) 바카라 사이트“ she provides an independent view on escalated complaints. The Independent Case Examiner바카라 사이트™s office recruits staff from DWP, other government departments and externally. The service is funded by DWP.

Responsibilities

The Independent Case Examiner is responsible for:

  • investigating complaints made by users of certain government agencies and businesses that deal with benefits and financial support
  • raising systemic issues and recommendations with the agencies and businesses
  • share what we learn from our handling of complaints with the agencies and businesses at a senior level
  • publishing annual reports which provide statistical and case-specific information

Take a complaint to the Independent Case Examiner

The Independent Case Examiner바카라 사이트™s office also provides further reviews of Budgeting Loan decisions for people who:

  • have asked Jobcentre Plus for a Budgeting Loan
  • have asked Jobcentre Plus to review it
  • are still unhappy with the decision after the Jobcentre Plus review

Read our service standards and performance information

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