<p>DWP has invested a significant amount of effort to improving its complaint resolution processes and procedures.</p><p>The Department requires providers to have an appropriate complaints process in place and to be responsible for the quality of their complaint handling. Providers also have to report on claimant satisfaction as part of the contract.</p><p>Claimants are directed to raise complaints directly with the provider. If the claimant remains dissatisfied after completing the provider's complaints process they will be able to escalate their complaint directly to the Independent Case Examiner's service (ICE). The ICE will investigate a complaint against a provider in the same way as that of any other DWP business and report on performance annually.</p><p>If the claimant is unhappy with the service that they have received from both DWP and the provider, DWP will take ownership of the complaint. DWP collects data on these complaints.</p>