Subject	Predicate	Object
Z7YHZPSK	a	Resource
		Answer
		Written answer
	answer has question	NMe6r0jL
	answer has answering person	Miriam Jane Alice Davies
	answer text	<p>The ICE report is retrospective and many of the cases referenced date back to the pandemic or even earlier, this was a challenging time for DWP and we expect volumes to decrease now the service has stabilised. We continue to value ICE and we learn from the cases, helping us to put things right.</p><p> </p><p>The report reflects the experience of a small proportion of DWP customers as the vast majority of complaints are handled by DWP, with only a small proportion escalating to the Independent Case Examiner who provide an independent avenue for customers.</p><p> </p><p>Overall complaints to DWP remain significantly lower than pre-pandemic. Complaints equate to less than 1% of the department’s caseload.</p>
	answer given date	2023-01-19
	answer has answering body	Department for Work and Pensions
	written answer has answering body	Department for Work and Pensions
Department for Work and Pensions	answering body has written answer	Z7YHZPSK
Department for Work and Pensions	answering body has answer	Z7YHZPSK
NMe6r0jL	question has answer	Z7YHZPSK
Miriam Jane Alice Davies	answering person has answer	Z7YHZPSK