The Independent Case Examiner (ICE)

The Independent Case Examiner (ICE) reviews complaints made by users of some government agencies and businesses that deal with benefits and financial support, including Jobcentre Plus and AtW. 

They 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

ICE is paid for by the Department for Work and Pensions, but are contracted to provide an independent view on complaints of maladministration.

ICE can -
  • Investigate complaints made by users of certain government agencies and businesses that deal with benefits and financial support.
  • Raise issues about systems and make recommendations to agencies and businesses.
  • Share what ICE learn from their handling of complaints with the agencies and businesses at a senior level.
  • Publish annual reports which provide statistical and case-specific information.

The Independent Case Examiner (ICE) - BSL