Independent Case Examiner service standards data
Updated 5 November 2024
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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.
2024 to 2025
| 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 | 97 | 96 | ||
| Resolve complaints – within 8 weeks of accepting them for examination | 93 | 96 | ||
| Clear settlements – within 15 weeks of the start of the investigation | 92 | 94 | ||
| Clear investigation reports – within 20 weeks of the start of the investigation | 84 | 86 | ||
| Respond to complaints about our service - within 15 working days | 75 | 72 | ||
| Complainants who said they were satisfied with our service | 83 | 78 |
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 | 96 |
| Resolve complaints – within 8 weeks of accepting them for examination | 88 | 86 | 84 | 84 |
| Clear settlements – within 15 weeks of the start of the investigation | 79 | 79 | 83 | 84 |
| Clear investigation reports – within 20 weeks of the start of the investigation | 57 | 60 | 65 | 69 |
| Respond to complaints about our service - within 15 working days | 94 | 95 | 96 | 95 |
| Complainants who said they were satisfied with our service | 83 | 86 | 82 | 83 |
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.